Erlang C Engine
Capacity & Staffing Planner
Calculate precise base productive headcount and shrinkage-adjusted staffing requirements using M/M/m queueing theory to meet target Service Level and Occupancy constraints.
Interval Parameters
Call Volume
300
calls
Average Handle Time (AHT)
180s
seconds
%
sec
%
Prevents burnout (<88% rec.)
%
PTO, breaks, training
Staffed Agents
--
Includes shrinkage
Base Net Agents
--
Productive on queue
Projected SLA
--%
On Target
Average Speed (ASA)
--s
Average wait time
Occupancy
--%
Handle time ratio
Workload
--
Erlangs intensity (A)
Headcount Sensitivity Table
Trade-offs around solved requirement
| Base Agents | Staffed Agents | Service Level | ASA | Occupancy | Status |
|---|