is a brief introduction to the calculator. For more detailed information, press the Help
Button. For a running record of the results calculated, press the Results button.
Both these functions open new browser windows on your desktop.
- This calculator, which is based on the Erlang C traffic model, can tell you how many
agents you need in your call centre during an hour. To work this out, you need to know how
many calls you receive during that hour, the average duration of those calls and the
average delay you will tolerate in answering all your calls.
- This calculator can also used to establish the number of switchboard operators required.
- To use the calculator, enter the figures for the number of calls, average duration of
calls and average delay to calls in the edit boxes. Remember that call duration should
include any wrap up times (see help system for more information). When you press the Calc.
button, the required number of agents will be displayed in a message box.
- You can display a running total of calculation results by pressing the Results
- It is important to understand that there is a bare minimum of agents you will need,
regardless of the call answering delays which you are prepared to tolerate. The calculator
will not display a number of agents below this minimum as this would result in an unstable
situation in which the number of calls queued would constantly increase, leading to
abandoned calls. For more information, refer to the help system.
The Erlang C Traffic Calculator on this page is modelled
on the Erlang C Calculator included with the Westbay Traffic Calculators for Windows. The
calculator works up to 1 million calls per hour and has the ability to
display and print the results of any calculations you have made during the previous week.
Customers also benefit from an Erlang B Calculator, Extended Erlang B
Calculator and a Call Minutes Calculator. These calculators are available for 99 US Dollars. If you pay using VISA, MasterCard, American
Express or Discovery, you can have this software working on your PC in five