Know exactly how many agents you need to hit your service level, and how many staff to roster.
Five Erlang C calculators in one Excel workbook cover service level, interval staffing, daily headcount, back-office workload and full intraday planning. Model what-ifs in seconds: changes to call volumes, handling time, service level targets, or one agent late back from break.
Plain-English help on every input, whether you’re new to contact centre management or a seasoned workforce planner. No macros to enable: it works in Excel for Windows and Mac, Excel for the web and Google Sheets.
How many agents do you really need? Get the answer in seconds
Running a contact centre means constant pressure to do more with less. Guess your staffing wrong and you either blow the budget or leave customers waiting.
The Erlang C Calculator PRO takes the guesswork out. Enter your volumes, handling time and service level target, and it tells you how many agents you need and how many staff to roster.
5 calculators in oneOne for every everyday staffing question.
No macros to enableWorks in Excel for Windows and Mac, and in Google Sheets.
Built on Erlang CThe standard formula contact centres use for staffing.
Five calculators, one for every planning question
Service Level Calculator
What service level will my team deliver?
Enter the staff you have and see the service level to expect as volumes, handling time or staffing change.
Staffing Calculator (Interval)
How many agents do I need right now?
Set your target and get the agents to put on for an interval, plus what each agent more or less does.
Staffing Calculator (Day)
How many staff do I need to employ?
A quick headcount for a whole day or shift, with a summary sentence ready to paste into a business case.
Workload Calculator
How many staff for email and back-office work?
Size teams for work that can wait, such as emails, letters and case work, with no queue involved.
Staffing Calculator (Intraday)
Where will I be over or under staffed today?
Plan a whole day interval by interval against your roster, with two charts that show every gap.
Included with every calculator
Help on every input
Plain-English notes on every field, plus a guide to the key terms if you're new to workforce planning.
Need to build a business case? Model the what-ifs first
Step changes build a what-if table around your scenario in seconds, so you can show leadership the numbers before you commit.
See how many agents you'd save if a new system took 10 seconds off average handling time.
See what happens to service level if call volumes rise or fall.
See how many more agents a higher service level target would really cost.
See the impact of one agent late back from break with the ‘power of one’ table.
Allow for occupancy and shrinkage, so you know both who must be logged in and how many staff to roster.
Easy to use, even if you're new to WFM
Change the gold cells and everything else works itself out. Every input checks what you type, so a mistake can't break the workbook.
You don't need expensive workforce management software to answer these questions. This puts the answers in your hands.
What you need
Microsoft Excel 2010 or later, on Windows or Mac.
Or Excel for the web, or Google Sheets.
No macros to enable and no software to install.
Your own numbers: interaction volumes, average handling time and your service level target.
