How many agentsdoes your queue need?
Enter the calls you expect in an interval, the average handle time and your service level target, such as 80% answered within 20 seconds. The Erlang C formula gives the agents needed on the phones, the staff to schedule once shrinkage is counted, plus occupancy and average speed of answer.
46 scheduled once 30% shrinkage is allowed for. That answers 84.9% of calls within 20 seconds.
Erlang C: traffic = calls × handle time ÷ interval length. The probability a call waits comes from the Erlang C formula; service level = 1 − P(wait) × e^(−(agents − traffic) × target seconds ÷ handle time). It assumes callers don't hang up while waiting, so it slightly overstates the agents a queue with abandons needs. Very high occupancy for long stretches burns agents out, so treat the result as the floor rather than the plan.
Questions people ask
What is Erlang C?
A formula that predicts how long callers wait for a given number of agents, from call volume and handle time. Call centers use it to find the fewest agents that still hit a service level.
What is a good service level?
80% of calls answered within 20 seconds is the common target for inbound queues, but the right number is whatever your callers will tolerate before hanging up.
What is shrinkage?
Paid time an agent is not available for calls: breaks, training, meetings, absence. The 30% filled in here is a placeholder; use your own figure if you track it.
Outbound floor instead of a queue? DialerSeat seats are $35 a week each, added or paused any week.
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