Sizing Line (CO) Capacity
The Erlang-B model has long been used as the de facto method in determining the optimum number of external telephone (CO) lines required on a particular trunk group. In order to ascertain this optimum number, you will be required to provide the "maximum number of the total incoming and outgoing calls over a 1 hour period during the busiest time of the day" as well as the "average call duration per agent".
While this calculator is typically used to determine the optimum CO lines requirements of a call center, it can also be used to gauge the CO lines requirements for a corporate PBX deployment.
Calculate My Line (CO) Requirements Now!
Sizing Agent Capacity
Call Centers today have come to assume the Erlang-C model as the preferred choice in determining the optimum number of agents that need to be deployed in a call center operation, especially for different queues driven by varying Service Level Agreements (SLA). You will be required to input the "average call duration", "average wrap-up time", "total number of incoming and outgoing calls per hour" as well as the "average acceptable answering delay".
Determining the optimum number of agents to deploy is a critical parameter in the planning of any call center operation so as to ensure that pre-determined SLAs are adhered to. Having an insufficient number of agents means that callers may have to wait inordinately long before their calls are answered, thereby risking losing their business! On the flipside of the coin, having too many idle agents will put an unnecessary strain on your operational bottom-line.
