How to calculate no. of agents & lines This topic has 3 replies, 1 voice, and was last updated 21 years, 7 months ago by Absar. Viewing 4 posts - 1 through 4 (of 4 total) Author Posts 13th May 2002 at 16:29 #12768 AbsarGuest Can any one tell me the procedure of calculating the number of agents & lines required for the call center if the trffic is known. 14th May 2002 at 17:07 #12769 MarkGuest Absar, ErlangB or Hills B is the way to go. Hills B is quite expensive, but if you put ErlangB into an internet search engine you will be able to find loads of free Erlang Calculators and some add-ins for excel. Happy hunting 15th May 2002 at 23:08 #12770 HarshaGuest Absar, it depends on the type of business you are looking at. If it is Technical Support, then the cap is 3 calls per hour per agent or 30 calls per agent per day (8 hours shift). Regards 15th May 2002 at 23:08 #12771 AbsarGuest Mrak, can you please forward me some useful URLs Author Posts Viewing 4 posts - 1 through 4 (of 4 total) The forum ‘Call center’ is closed to new topics and replies.