Erlang Calculator - Day Planner
Entry method is direct
Here are Typical Results from the Day Planner
You can update the form above to get your own personalised Erlang calculations across the whole of the day.
Our day planner function shows you a typical distribution of calls per day across the whole day, based on our analysis of multiple contact centres. You would require a Maximum of 21.5 Agents, a total of 21.3 FTE for the Day and an Average of 16 Agents when shrinkage is taken into account. To get a more accurate figure of Agent Size you will need to Create a Schedule.
Assumptions: 1000 calls per 10 hours - - AHT 257 seconds - 80 % Answered in 20 seconds - Shrinkage 35 % - Max Occupancy 85 %.
In a typical Contact Centre environment contacts are not evenly distributed across the day.
| Summary | |
|---|---|
| Maximum Calls per Interval | 71 |
| Maximum Number of Agents | 21.5 |
| Typical Number of Agents FTE | 21.3 |
| Average Occupancy | 68.6% |
| Service Level for Day | 84.5% |
| Answered in | 20 Seconds |
| Average Speed of Answer (ASA) | 15.9 Seconds |
| Answered Immediately | 79.9% |
Try Our Experimental Scheduler
We are experimenting with a new scheduling facility.
Click here to make a schedule
Day Profile
| Time | Calls | AHT (Seconds) | Agents | Agents (No Shrinkage Applied) | Occupancy | Service Level | ASA (s) | Answered Immediately | Abandon Rate |
|---|---|---|---|---|---|---|---|---|---|
| 08:00 | 23 | 257 | 9 | 6 | 54.7% | 88.7% | 13.3 | 86% | 4.44% |
| 08:30 | 49 | 257 | 15.5 | 10 | 70% | 82.5% | 18.9 | 77.9% | 5.03% |
| 09:00 | 56 | 257 | 17 | 11 | 72.7% | 80.7% | 20.9 | 75.6% | 5.21% |
| 09:30 | 66 | 257 | 20 | 13 | 72.5% | 84.4% | 14.8 | 79.5% | 4.11% |
| 10:00 | 71 | 257 | 21.5 | 14 | 72.4% | 86% | 12.6 | 81.1% | 3.67% |
| 10:30 | 69 | 257 | 21.5 | 14 | 70.4% | 88.5% | 9.9 | 84.1% | 3.15% |
| 11:00 | 62 | 257 | 18.5 | 12 | 73.8% | 80.9% | 19.9 | 75.6% | 4.97% |
| 11:30 | 56 | 257 | 17 | 11 | 72.7% | 80.7% | 20.9 | 75.6% | 5.21% |
| 12:00 | 50 | 257 | 15.5 | 10 | 71.4% | 80.5% | 21.9 | 75.6% | 5.47% |
| 12:30 | 57 | 257 | 18.5 | 12 | 67.8% | 88.6% | 10.3 | 84.6% | 3.33% |
| 13:00 | 62 | 257 | 18.5 | 12 | 73.8% | 80.9% | 19.9 | 75.6% | 4.97% |
| 13:30 | 61 | 257 | 18.5 | 12 | 72.6% | 82.7% | 17.5 | 77.6% | 4.62% |
| 14:00 | 58 | 257 | 18.5 | 12 | 69% | 87.3% | 11.7 | 83% | 3.63% |
| 14:30 | 56 | 257 | 17 | 11 | 72.7% | 80.7% | 20.9 | 75.6% | 5.21% |
| 15:00 | 53 | 257 | 17 | 11 | 68.8% | 85.9% | 13.8 | 81.6% | 4.08% |
| 15:30 | 51 | 257 | 17 | 11 | 66.2% | 88.7% | 10.4 | 85% | 3.41% |
| 16:00 | 42 | 257 | 14 | 9 | 66.6% | 84.5% | 16.7 | 80.4% | 4.78% |
| 16:30 | 27 | 257 | 11 | 7 | 55.1% | 90.9% | 9.5 | 88.4% | 3.45% |
| 17:00 | 18 | 257 | 7.5 | 5 | 51.4% | 88.2% | 15.1 | 85.7% | 4.98% |
| 17:30 | 13 | 257 | 6 | 4 | 46.4% | 88.1% | 16.8 | 86% | 5.51% |
| Total | 1000 | 68.6% | 84.5% | 15.9 | 79.9% | 4.4% | |||
