ErlCCalls()

This function estimates how many calls a call center with a given number of agents can handle in one hour.

Format

There are two formats for this function depending on the format of the supplied service level target:

•	=ErlCCalls (Agents , Duration , Percentage, Answered in)

•	=ErlCCalls (Agents , Duration , ASA)

Result

A positive integer or zero.

Arguments

Format 1, where four arguments are provided:

Name	Description	Units	Limits
Agents	The number of agents answering inbound calls	(Unitless)	Between 0 and 10000
Duration	The average length of the calls after they have been answered	Seconds	Between 1 and 3600
Percentage	The proportion of calls that must be answered within a target time	(Unitless)	Between 0.02 and 0.99 & Between 2 and 99
Answered in	The target time within which that percentage of calls must be answered	Seconds	Between 3 and 3600

Format 2, where three arguments are provided:

Name	Description	Units	Limits
Agents	The number of agents answering inbound calls	(Unitless)	Between 0 and 10000
Duration	The average length of the calls after they have been answered	Seconds	Between 1 and 3600
ASA	The average delay experienced by callers before their calls are presented to an agent.	Seconds	Between 3 and 1800

Example

To estimate how many incoming calls a call center of 115 agents can handle in one hour if the average call duration is 250 seconds and if 80% of calls must be answered within 20 seconds, use:

=ErlCCalls(115,250,80,20)

The answer should be 1547

To estimate how many incoming calls a call center of 115 agents can handle in one hour if the average call duration is 250 seconds and, on average, calls should be answered within 30 seconds, use:

=ErlCCalls(115,250,30)

The answer should be 1588