Contact Center Staffing Calculator
Contact Center Staffing: a planned Super Calculator tool. Covers calls per interval. Stub page: the tool, its formula and a worked example are not published.
Contact Center Staffing Calculator is a planned calculator in the business section of Super Calculator, covering operations.
What this calculator will compute
Inputs: calls per interval, average handle time (seconds), target service level (%), target answer time (seconds) and shrinkage (%).
Outputs: agents required, scheduled agents after shrinkage, service level achieved (%), average speed of answer and occupancy (%).
Formula, recorded as scope and not yet verified against a primary source: Erlang C computes the probability that a call waits given offered load in Erlangs (calls per hour * average handle time in hours) and the number of agents, then derives service level and average speed of answer. Shrinkage is applied afterward to convert required agents to scheduled agents.
Status
This page is a stub. The calculator is not built, no figure on this page has been verified against the authority that sets it, and nothing here should be used to make a decision. The page exists so that the site structure is complete and so that articles can link this concept on first mention.
The stub carries noindex, nofollow and is excluded from the sitemap.