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© Call Centre Helper: 171 Factorial #VALUE! This Will Cause Errors in Your Calculations
© Call Centre Helper: 171 Factorial #VALUE! This Will Cause Errors in Your Calculations
1 Inputs
Number of calls 100
In a period of minutes 30
Average Handling Time (seconds) 180
Required Service Level 80%
Target Answer Time (Seconds) 20
Maximum Occupancy 85%
Shrinkage 30%
4 Estimate the Raw Number of Agents N 11 Start with the number of Erlangs + 1
and
Y=
So Pw = X / ( Y + X)
Now this looks scary but is simply adding together a sum of numbers looping through a number of times
In this case you start with i=0 and keep going through until i= N-1
so if N = 11 , N - 1 = 10 and we loop through from i= 0 until i = 10
and Σ is the mathematical symbol for the sum of a series so you add together all of the results of the individual
i i!
0 1
1 1
2 2
3 6
4 24
5 120
6 720
7 5040
8 40320
9 362880
10 3628800
12 Put X and Y into the Erlang C Formula (The probability a call has to wait)
So Pw = X / ( Y + X)
i i! Ai
0 1 1
1 1 10
2 2 100
3 6 1000
4 24 10000
5 120 100000
6 720 1000000
7 5040 10000000
8 40320 100000000
9 362880 1000000000
10 3628800 10000000000
11 39916800 100000000000
i i! Ai
0 1 1
1 1 10
2 2 100
3 6 1000
4 24 10000
5 120 100000
6 720 1000000
7 5040 10000000
8 40320 100000000
9 362880 1000000000
10 3628800 10000000000
11 39916800 100000000000
12 479001600 1000000000000
So value of Y 17435.2
Probability Call Waits 0.2853
Service Level 0.796
Service Level as a Percentage 79.6%
This is below the target of 80% so we need to increase the number of agents
i i! Ai
0 1 1
1 1 10
2 2 100
3 6 1000
4 24 10000
5 120 100000
6 720 1000000
7 5040 10000000
8 40320 100000000
9 362880 1000000000
10 3628800 10000000000
11 39916800 100000000000
12 479001600 1000000000000
13 6227020800 10000000000000
So value of Y 19041.1
Probability Call Waits 0.1741
Service Level 0.888
Service Level as a Percentage 88.8%
This is above the target of 80%
18 Factor in shrinkage
Shrinkage is a factor that is widely used in the industry to include holidays, sickness, training and meetings etc.
Shrinkage 30%
Number of Agents Required = Raw Agents/ (1- (Shrinkage% /100))
Number of Agents Required = 14/ 0.7 20
19 Summary
So the total number of Agents Required 20
Service Level 88.8%
Probability a call has to wait 17.4%
Average Speed of Answer 7.8 Seconds
% of calls Answered Immediately 82.6%
20 There is an Easier (and Faster) Way to do an Erlang C Calculation
There is a much easier (and faster) way to use the Erlang C Formula.
e numbers) below it
Ai Ai/i! Σ Ai/i!
1 1 1
10 10 11
100 50 61
1000 166.7 227.7
10000 416.7 644.3
100000 833.3 1477.7
1000000 1388.9 2866.6
10000000 1984.1 4850.7
100000000 2480.2 7330.8
1000000000 2755.7 10086.6
10000000000 2755.7 12842.3
Ai/i! Σ Ai/i!
1 1
10 11
50 61
166.7 227.7
416.7 644.3
833.3 1477.7
1388.9 2866.6
1984.1 4850.7
2480.2 7330.8
2755.7 10086.6
2755.7 12842.3
2505.2 15347.5
Ai/i! Σ Ai/i!
1 1
10 11
50 61
166.7 227.7
416.7 644.3
833.3 1477.7
1388.9 2866.6
1984.1 4850.7
2480.2 7330.8
2755.7 10086.6
2755.7 12842.3
2505.2 15347.5
2087.7 17435.2
Ai/i! Σ Ai/i!
1 1
10 11
50 61
166.7 227.7
416.7 644.3
833.3 1477.7
1388.9 2866.6
1984.1 4850.7
2480.2 7330.8
2755.7 10086.6
2755.7 12842.3
2505.2 15347.5
2087.7 17435.2
1605.9 19041.1
nd you will find that Average Handling Time may rise to cover it.
Number Factorial
N N!
1 1
2 2
3 6
4 24
5 120
6 720
7 5040
8 40320
9 362880
10 3628800
11 39916800
12 479001600
13 6227020800
14 87178291200
15 1307674368000
16 20922789888000
17 355687428096000
18 6.402373706E+15
19 1.216451004E+17
20 2.432902008E+18
21 5.109094217E+19
22 1.124000728E+21
23 2.585201674E+22
24 6.204484017E+23
25 1.551121004E+25
26 4.032914611E+26
27 1.088886945E+28
28 3.048883446E+29
29 8.841761994E+30
30 2.652528598E+32
31 8.222838654E+33
32 2.631308369E+35
33 8.683317619E+36
34 2.95232799E+38
35 1.033314797E+40
36 3.719933268E+41
37 1.376375309E+43
38 5.230226175E+44
39 2.039788208E+46
40 8.159152832E+47
41 3.345252661E+49
42 1.405006118E+51
43 6.041526306E+52
44 2.658271575E+54
45 1.196222209E+56
46 5.50262216E+57
47 2.586232415E+59
48 1.241391559E+61
49 6.08281864E+62
50 3.04140932E+64
51 1.551118753E+66
52 8.065817517E+67
53 4.274883284E+69
54 2.308436973E+71
55 1.269640335E+73
56 7.109985878E+74
57 4.05269195E+76
58 2.350561331E+78
59 1.386831185E+80
60 8.320987113E+81
61 5.075802139E+83
62 3.146997326E+85
63 1.982608315E+87
64 1.268869322E+89
65 8.247650592E+90
66 5.443449391E+92
67 3.647111092E+94
68 2.480035542E+96
69 1.711224524E+98
70 1.19785717E+100
71 8.50478589E+101
72 6.12344584E+103
73 4.47011546E+105
74 3.30788544E+107
75 2.48091408E+109
76 1.8854947E+111
77 1.45183092E+113
78 1.13242812E+115
79 8.94618213E+116
80 7.1569457E+118
81 5.79712602E+120
82 4.75364334E+122
83 3.94552397E+124
84 3.31424013E+126
85 2.81710411E+128
86 2.42270954E+130
87 2.1077573E+132
88 1.85482642E+134
89 1.65079552E+136
90 1.48571596E+138
91 1.35200153E+140
92 1.24384141E+142
93 1.15677251E+144
94 1.08736616E+146
95 1.03299785E+148
96 9.91677935E+149
97 9.61927597E+151
98 9.42689045E+153
99 9.33262154E+155
100 9.33262154E+157
101 9.42594776E+159
102 9.61446672E+161
103 9.90290072E+163
104 1.02990167E+166
105 1.08139676E+168
106 1.14628056E+170
107 1.2265202E+172
108 1.32464182E+174
109 1.44385958E+176
110 1.58824554E+178
111 1.76295255E+180
112 1.97450686E+182
113 2.23119275E+184
114 2.54355973E+186
115 2.92509369E+188
116 3.39310868E+190
117 3.96993716E+192
118 4.68452585E+194
119 5.57458576E+196
120 6.68950291E+198
121 8.09429853E+200
122 9.8750442E+202
123 1.21463044E+205
124 1.50614174E+207
125 1.88267718E+209
126 2.37217324E+211
127 3.01266002E+213
128 3.85620482E+215
129 4.97450422E+217
130 6.46685549E+219
131 8.47158069E+221
132 1.11824865E+224
133 1.48727071E+226
134 1.99294275E+228
135 2.69047271E+230
136 3.65904288E+232
137 5.01288875E+234
138 6.91778647E+236
139 9.6157232E+238
140 1.34620125E+241
141 1.89814376E+243
142 2.69536414E+245
143 3.85437072E+247
144 5.55029383E+249
145 8.04792606E+251
146 1.1749972E+254
147 1.72724589E+256
148 2.55632392E+258
149 3.80892264E+260
150 5.71338396E+262
151 8.62720977E+264
152 1.31133589E+267
153 2.00634391E+269
154 3.08976961E+271
155 4.7891429E+273
156 7.47106293E+275
157 1.17295688E+278
158 1.85327187E+280
159 2.94670227E+282
160 4.71472364E+284
161 7.59070505E+286
162 1.22969422E+289
163 2.00440158E+291
164 3.28721859E+293
165 5.42391067E+295
166 9.00369171E+297
167 1.50361651E+300
168 2.52607574E+302
169 4.26906801E+304
170 7.25741562E+306
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