Hi

Have read a few blogs on here now so hopefully I will get an easy to undertsand answer to the following three questions.

Can any one provide me an excel spreadsheet with a erlang formula set up that will just give me how many staff I have by changing the inputs.

Can they tell me how to change between 60 minutes to 30 minutes to 15 minutes.

Also if I do one say 30 minute period how can I be confident of the next 30 minute period if it does not take in to account that there might be calls in queue already at the start of the next period.

Some help here would be great.

Thanks

Hi Kevin:

In a seperate post, I'll provide detailed anwers
Here are the short easy to understand answers:

1) http://www.callcentrehelper.com/erlang-c-calculator-2473.htm#comment-7842

2) 100 Calls in 30 Minutes = 200 Calls in 60 Minutes
100 Calls in 15 Minutes = 400 Calls in 60 Minutes

3) You can be confident that all carry over effects of both callers in queue and callers still talking to agents beyond the boundary of the interval will be ignored. These distortions can really mess-up the timing of agents so beware of simplistic approaches that carry forward a percent of calls. If you want your planning to accurately interpret carryover effects then this can be done with High Definition Planning methods that interpret transaction details instead of course call counts.

On the subject of Excel Based Forecasting you may like to check out the following thread.

http://www.callcentervoice.com/vtopicf_11_7232.htm


Paul Kasanda