The Erlang C formula takes into account the number of agents available, the number of queued calls waiting and the average amount of time it takes for each customer. It also considers the random arrival of calls into the centre, as well as the “hold for the first agent” queuing that typically takes place.

How is Erlang C calculated?

Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers. Erlang C bases its formula on three factors: the number of reps providing service; the number of callers waiting; and the average amount of time it takes to serve each caller.

Does Erlang C include shrinkage?

Erlang C Calculator – Free Excel Spreadsheet that calculates the number of staff required in a contact centre. Very accurate and includes shrinkage. ... This is a simple Excel spreadsheet tool that uses the Erlang C Formula and allows you to work out how many agents you will need.