The ErlangC tool is a calculator used to determine the right number of staff required in a call centre. It takes the number of calls expected in an interval, the average handle time of the calls and the desired service level goal, and calculates the right number of Full TIme Equivalents (FTEs) required to meet that service level using standard Call Centre ErlangC modelling.
Results can be copied to the clipboard, or emailed (text and CSV) directly from within the application.
It is expected that those in call centre environments that need quick staffing calculations (e.g. during meetings or on the road) would benefit from instant staffing models provided in this application.