Contact centre calculators

Each calculator runs in your browser, updates as you type, shows its working, and lets you save scenarios side by side, share them as a link, and export them to CSV.

Interval calculators

One planning interval at a time: the numbers behind a staffing requirement.

• Erlang C calculator

  How many agents you need on the phones to hit a service level target, with the occupancy and ASA that implies.

• Staffing requirement calculator

  From volume and handle time through Erlang C, an occupancy ceiling and shrinkage to the agents to put on the roster.

• Shrinkage calculator

  Total, external and internal shrinkage from leave, sickness, training and breaks, and the agents to schedule.

• Occupancy calculator

  How busy your agents will be, the idle time per agent, and the agents needed to hold a target occupancy.

• Service level and ASA calculator

  The service level and average speed of answer you will deliver with the agents you have.

• Erlang A calculator

  Erlang C plus customer patience: agents required, abandonment rate and service level when callers hang up.

• Live chat staffing calculator

  Agents needed for live chat when each agent handles several conversations at once.

• Schedule adherence calculator

  Adherence, conformance, availability and not-ready rate from a shift's minutes, and what separates them.

• Agent utilisation calculator

  Utilisation against paid time, occupancy against logged-in time, and the shrinkage that separates them.

• Call abandon rate calculator

  Raw and adjusted abandon rate from offered, answered and abandoned contacts, with a short-abandon threshold.

• Average handle time calculator

  Average handle time from talk, hold and wrap, and the workload it creates for a day's contacts.

• Agent capacity calculator

  Contacts per hour and per day one agent can handle, and what a team can clear in a day.

• Queue pooling calculator

  Agents needed queue by queue against one pooled queue: the saving from multi-skilling, with Erlang C.

• Cross-training simulator

  How many agents need a second skill, and which one: simulated, because no formula answers it.

Planning tools

A whole day or week: from volume to FTE, and from requirement to roster.

• Week planner and FTE calculator

  From a daily, weekly or monthly volume to a staffing curve, agent-hours and FTE.

• Email and ticket staffing calculator

  Agents for email and tickets, staffed to throughput and a turnaround target rather than an Erlang queue.

• Schedule efficiency calculator

  How well a roster matches the requirement curve: coverage, fit, and the hours over and under.

• Forecast accuracy calculator

  WAPE, MAPE and bias from forecast and actual contacts per interval, with the worst misses named.

• Attrition rate and cost calculator

  Attrition rate, the cost of each leaver, the annual bill and the FTE lost to new starters ramping up.

• Leave allowance calculator

  How many agents can be on leave at once: leave days to place, agents off per day, and slots weighted by season.

• AI deflection ROI calculator

  What a bot actually saves: deflection minus the repeats that come back, through Erlang C rather than a straight line.

• Minimum staffing calculator for 24/7 cover

  The FTE it takes just to keep a line open with a minimum number of agents, before any volume.

• Cost per contact calculator

  Cost per call built up from agent cost, overheads, shrinkage, occupancy and handle time.

• FTE to headcount converter

  How many people a number of FTE actually is, once part-time contracts are in the mix.

• Absence rate and Bradford factor calculator

  Team absence rate, what it does to shrinkage, and an individual's Bradford factor.

• First contact resolution and repeat contact calculator

  How much of your volume is repeat contacts, what they cost in agents, and what an FCR improvement frees.

• Staffing shortfall and overtime calculator

  The week's shortfall in agent-hours, the overtime that closes it, and what agency cover would cost instead.

• Outbound campaign staffing calculator

  Agents and agent-hours to work a dialler campaign, from records, contact rate, talk and wrap time.

• Seasonality and monthly forecast calculator

  From monthly history to a trend, a seasonal index per month and next year's volume, transparently.

• Intraday reforecast calculator

  The rest of the day, reforecast from the morning's actuals, with the agents each remaining interval now needs.