Call center staffing calculator (Erlang C)
Find how many agents you need to answer calls within your target time. Free Erlang C calculator for call centers and help desks.
Agents needed on the phones0
Agents to schedule (with shrinkage)
0Occupancy
0%How it works
The calculator turns your call volume and handle time into workload, then uses the Erlang C formula to find the smallest number of agents that meets your service level. Shrinkage then adds the people you need to schedule.
Questions
What is Erlang C?
Erlang C is a formula that estimates how many agents a queue needs so callers wait no longer than a target time.
What is shrinkage?
Shrinkage is the share of paid time agents are not available, such as breaks, training and sick leave.
Is this exact?
It is a standard estimate. Real centers also account for abandonment, call spikes and skills.
Read the full guide: Erlang C explained.