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call center forecasting tool which helps you analyse your agent staffing requirements at call centres.  Using its unique graphical interface, charting tools and printed reports, Ansapoint allows you to design call centre workforce schedules quickly and easily

Ansapoint is a call center forecasting tool that can help you analyse your agent staffing requirements at call centres.  Using its unique graphical interface, charting tools and printed reports, Ansapoint allows you to design call centre workforce schedules quickly and easily.

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Introduction to Ansapoint

Ansapoint is a software tool which can help you work out how many agents you need at a call centre in order to answer your incoming calls according to service targets that you specify. Ansapoint will also estimate the number of trunks which should be connected to your call centre to handle the peak incoming traffic.  Full charting and printed reports are also offered, making Ansapoint a versatile and flexible forecasting tool.
"The Software package is wonderful tool and a must for any call center or help desk."
Owen Reese, Fleet Mortgage Group

Ansapoint, supporting all current versions of Microsoft Windows, is available for immediate download at 185 US Dollars.  Click here to find out how to purchase.

Using Ansapoint

Ansapoint is similar in appearance to Windows Explorer, making it familiar and easy to use for everyone.   All information is navigated using the left hand pane of the window, and is organised into projects.

The Ansapoint window
The Ansapoint window (smaller than real size).  Navigate data using the left side, and use the right side to enter data and view results

The right hand side of the window is used to enter and display call data.  Separate entries (rows) are made for each time period.  Time intervals can be either 15, 30 or 60 minutes.  As soon as you enter the number of calls for an hour or half hour in the yellow column, Ansapoint calculates the following results:

  • The number of agents required
  • The Average Speed to Answer (ASA).
  • The average length of the queue
  • The percentage of time that the agents are occupied
  • The percentage of time that all agents are busy
  • The number of lines required into the ACD system serving the call centre

Alternatively, you can enter the number of available agents in the Agents column, in which case, Ansapoint will estimate a number of calls that can be handled in each time interval.

Ansapoint now allows you to import call volumes from Microsoft Excel worksheets of text files.  Ansapoint supports inbound call volumes of up to 100,000 per hour!

For each project, you specify the service level targets in terms of the percentage of calls answered within a queuing time which you specify, for example, 80% of calls to be answered within 20 seconds.

Ansapoint supports these features:


Definable service level targets
15, 30 or 60 minute intervals
Call volumes can be imported

Definable average call durations up to 30 minutes

Definable average wrap-up times up to 30 minutes
Definable agent availability factor to take staff breaks into account

Definable trunk blocking targets (e.g. 1%)

Support for 100,000 inbound calls per hour

Variable start times for call centre operations

Clear printed reports

Bar and line charts

You can view the fully illustrated User Guide now to find out more about how Ansapoint works.  A technical specification is available.

Why not try an online version of Ansapoint to see how it works.

Advanced features

Despite its ease of use, Ansapoint offers advanced reporting features.  A printed report is available for each day, which details the call volumes and analytical results for each hour (or half hour), and summarises the call properties and service level targets of the days' projects.

Charting in the form of bar and line graphs is also available which shows the agent requirements for each hour of the day being analysed and plots the agent occupancy against time.  Charts can be printed, or can be pasted into other applications such as Microsoft Word.

An Ansapoint chart
Bar and lines charts can be displayed by Ansapoint and copied to other applications such as Microsoft Word.
(Smaller than actual size)

All information entered and calculated by Ansapoint is stored in a database. This means that you do not need to save any data; all changes are saved as they are entered or calculated.

More information is available in the fully illustrated User Guide.  A technical specification is available.

Why not try an online version of Ansapoint to see how it works.

Documentation

Ansapoint is provided with a fully formatted and illustrated User Guide which is distributed electronically as a PDF file.  This User Guide explains how to enter data, calculate results and use the charting and reporting features. There is also a Windows help system which is installed with Ansapoint.

You can view the fully illustrated User Guide now to find out more about how the calculator works and study example calculations.

Purchasing Ansapoint

All major credit cards accepted

Ansapoint costs 185 US Dollars for a single user licence.  You can pay using any major credit card.

Transactions are with Westbay Engineers Ltd. and are handled on our secure server.  You can have the software running on your PC five minutes from now!)

Please choose a licence type

Please take a moment to consider the type of licence you require.  Your honesty in this matter helps us to continue developing our products.  Software piracy is illegal.
A single user licence allows you to install the software on one PC.
Click here to purchase a single user licence ($185.00)
A site licence allows you to install the software on any PCs in one building, owned by the licensed company.
Click here to purchase a site licence ($945.00)
A global licence allows you to install the software on any of your company's PCs throughout the world.
Click here to purchase a global licence ($2999.00)

Need more information

Try looking in the FAQ (Frequently Asked Questions). Someone else may already have asked the same question.   Failing that, please send us an email.

Technical specification

Operating system All current versions of Microsoft Windows (32 and 64 bit).
Calls per hour 3 - 100,000
Call analysis interval 15, 30 or 60 minutes
Agent availability 35% - 100%
Days per project No practical limit
Maximum projects No practical limit
Analytical models Erlang B and Erlang C
Highest average call duration 30 minutes
Highest average wrap-up time 30 minutes
Call answering targets 5 - 95% in 3 - 1800 seconds
Trunk blocking targets 0.001 - 0.500
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Last modified: 14 July 2014

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