From the FTE, the staff numbers can be calculated. You can use the Erlang calculator to work out the full time equivalent (FTE), which is the equivalent headcount to one person working full time. To calculate the number of agents you will need across a 24 hour period, enter your own data into our staffing calculator What FTE Should be Used to Cover 24/7? This is an example output of the Erlang Calculator, with a graphic of the maximum and average agents and a graph of the distribution of the calls across 24 hours. When you change the values of the parameters, it becomes a 24 hr staffing calculator. We have a version of the Erlang Calculator, which figures the number of staff needed to reach an agreed service level. There is both an online calculator and spreadsheet version of the Erlang calculator. The Erlang C formula can be worked out manually, we have worked example which takes you through the steps, or with the use of an Erlang calculator. The Erlang C formula takes into consideration the number of calls, call reporting, call duration, service level and target answer times to give the number of agents. However, should you want a more hands on approach, as 68.2% of companies do, use of a formula or spreadsheet may be better suited.Ī basic schedule can be created with the reliance upon formulas, such as the Erlang C formula, which will provide a minimum answer.

A WFM software can be used to determine the staffing of the call centre, with the ability to factor in shift schedules and patterns, as well as the channels in which the calls are being managed. Workforce management (WFM) can be used to schedule the staff into the call centre. Most call centres are using spreadsheets to schedule the staff in their contact centre.

168 hours spreadsheet