Estimate the number of agents your call center needs based on contact volume, handle time, service level targets, and answer time. This Erlang C calculator is built for workforce management and support operations teams.
An Erlang C calculator is a workforce management tool used by call centers to estimate how many agents are required to meet a specific service level. It models call volume, handle time, and answer time to predict staffing needs.
The number of agents depends on your contact volume, average handle time, target service level, and answer time. Enter those inputs above to calculate the minimum number of agents needed for your selected time period.
Many call centers target 80 percent of calls answered within 20 seconds, but this varies by industry. Higher service level targets require more agents and higher staffing costs.
No. Erlang C assumes callers wait indefinitely. It works best as a baseline model and is often combined with historical abandonment data or simulations for more advanced planning.
Yes. This calculator is free and designed for workforce management, operations, and support leaders who need fast, accurate staffing estimates.