Call center scheduling software free code#

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Call center scheduling software free download#

The calculator is free of change to download to all of our readers. The calculator uses macros in Excel so you will need to have these enabled. Which will give the result of 97 Agents required for this half hour period.

So for example you have 400 Calls per half hour (30 minutes) with an AHT of 30 seconds and you want to meet a service level of 80% of calls handled in 20 seconds, with a Maximum Occupancy of 85% and 30% Shrinkage. = ProbCallWaits ( calls, reportingPeriodMinutes, averageHandlingTime, agents) Worked Example = ServiceLevel ( calls, reportingPeriodMinutes, averageHandlingTime, serviceLevelTime, agents) 3. =AgentsRequired (calls, reportingPeriodMinutes, averageHandlingTime, serviceLevelPercent, serviceLevelTime, maxOccupancyPercent, shrinkagePercent) 2. Please note that the names of these formulas have changed from earlier versions of the Erlang Calculator. There are Three Formulas in the Calculator

Call center scheduling software free how to#

For a full description of Shrinkage, read our article on How to Calculate Contact Centre Shrinkage.Р”В¬lick here to download the Erlang calculator. Shrinkage is a factor used in staffing calculations to take account of holiday, sickness and internal factors. Added in missing Help Details when you press the fx button.Change of terminology from Call Duration to Average Handling Time.Day Planner and Expected Service Level charts set dynamically РІР‚вЂњ so you can add on extra rows.Improved error checking to not allow values outside of expected limits.Expected Service Level Planner Tab РІР‚вЂњ show expected Service Level across the day РІР‚вЂњ with graph.Agent Planner РІР‚вЂњ Tab see at a glance the agents needed across the day РІР‚вЂњ with graph.Help on function arguments by pressing the fx (Insert Function) button.How to use Tab with details of how the formulas work.Probability that a Call Waits РІР‚вЂњ Works out the probability that a call waits for a given number of calls and agents.Service Level Calculation РІР‚вЂњ Works out the service level for a given number of calls and agents.Agents FTE Required РІР‚вЂњ This is more accurate as it includes Shrinkage.Agents Required РІР‚вЂњ This is the raw figure without Shrinkage.Added links to other Call Centre Helper tools.Added warning that calculator only works up to 600 agents with advice to use online calculator for large agent sizes.Bug Fix РІР‚вЂњ Fixed issue with error if period over 546 minutes РІР‚вЂњ (Integer to Long in Excel VBA).Version 5.3 Removed Erlang C function and replaced with Probcall waits to remove number overload and match online calculator Amended shrinkage data entry validation from 0.000001 to 0 so can enter 0%.Bug fix affecting calculations above 150 agents.Bug fix affecting calculations below 1 erlang of traffic intensity.This article provides a good primer on the subject. The key problems with taking Occupancy above 85% are If you try to take this figure over 85% for any long period of time, you will run into difficulties. Occupancy is a measure of how active your contact centre advisors are across and hour. One of the big factors that is often overlooked in resource planning is that of Maximum Occupancy. This brings the functionality in line with the online Erlang Calculator. The biggest addition is that it now includes the ability to set a Maximum Occupancy figure as well as Shrinkage. Version 6.0 of the Call Centre Helper Erlang CalculatorР”В¬lick here to download the latest version. This version allows you to set a Maximum Occupancy figure.

Call Centre Helper has released a new version of our popular Excel Erlang Calculator.