EasyErlang Call Center Staffing Calculator
   
EasyErlang© is a feature-rich staffing calculator and planning tool for call centers, help desks and virtually any telephone and email contact centers. it simplifies the modeling and analysis of call center staffing requirements and service performance  and allows call center designers and analysts to model and analyze call traffic and determine how many staff and telephone lines are required to provide satisfactory level of service, and ascertain the level of service they provide.

EasyErlang uses the industry-standard Erlang C traffic model. It is powerful and easy to use, and does not require any prior knowledge of complex call center staffing theories or Erlang models.  With many features not found in other Erlang C calculators, EasyErlang provides all the information a call center manager needs to know, such as:

    • How many agents are needed to support a given call volume?
    • What will be the level of service experienced by callers?
    • What percentage of their time agents will spend answering calls?
    • How many callers will hang up before receiving service?

EasyErlang offers features and range of calculations that are not found in other Erlang calculators and call center planning tools. It calculates the optimal resource allocation for the average call load as well as the resources that are required to handle the daily and weekly variances, determines if the target service level can be achieved, and analyses the service experience of the caller.  EasyErlang calculates the following:

    • Agents - Required number of telephone agents
    • Trunks - Required number of telephone lines
    • Service Level - Actual service level that will be delivered with the calculated resources
    • Service Time - the average service time of call answered within the service level threshold
    • ASA - Average speed of answer
    • Call Capacity - Maximum call capacity that the call center can handle
    • Tolerance - Excess capacity or gap in ability to handle variances in call load
    • Abandoned Calls - Percentage of abandoned calls
    • Average Queue Time - Average time callers will wait in queue (average delay of delayed calls)
    • Maximum Queue Time - Maximum time callers will wait in queue (maximum delay of delayed calls)
    • Average Queue - Average number of calls in queue
    • Maximum Queue - Maximum number of calls in queue
    • Unitization- Agent utilization (occupancy rate)

The results are presented in a summary table for quick viewing and easy what-if modeling. EasyErlang can plot the data in a variety of line and bar graphs, which can be printed , saved, or converted to Microsoft Excel, Word or PowerPoint.

Calls in QueueService Level
 

Prices, Licensing Terms,  and Free Support and Free Upgrade offers are subject to change without notice.

The information in this Website,  screen captures of EasyErlang, and the use of EasyErlang software do not represent advice or recommendation.  Any action taken based upon this information is the sole responsibility of the user. No liability for errors or omissions is implied or accepted by the owners of this site.

Copyright © 1998-2009 Diagnostic Strategies. All Rights Reserved. Copyright Notice & Terms of Use. Last modified: May 17, 2009.