How many call center agents do you need?

Estimate the available agents needed for your hourly call volume, handling time, and answer-time target.

Erlang C estimate for one queue. Assumes steady arrivals and no caller abandonment. Add coverage for breaks, absence, and training separately.

Where do these inputs come from?

Use hourly call counts from your PBX reports. Handling time should include talk, hold, and after-call work; your PBX may not record all three. Enter those inputs here manually and compare busy-hour scenarios.

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