Website Capacity Erlang C Intervals Summary Import data

WFM MVP

Workforce Capacity & Erlang Planner

Use one tool for workload-based capacity planning and queue-based contact-center staffing. The Erlang module calculates staffing against service level, answer-time and occupancy targets.

Workload assumptions

Monthly workload volume

Avg. effort per item (minutes)

Current headcount

Contract hours / week

Shrinkage (%)

Absence (%)

Target utilization (%)

Weeks / month

Quick scenario

Demand change (%)

Shrinkage improvement (points)

Capacity result

Required FTE—

Effective FTE—

Current gap—

Coverage—

Effective capacity vs requirement0%

Calculating...

Capacity comparisonCurrent vs scenario

Required FTE

—

Effective FTE

—

Scenario req.

—

Scenario eff.

—

Scenario result

Scenario required FTE—

Scenario effective FTE—

Scenario gap—

Scenario coverage—

Contact-center assumptions

Contacts per interval

Interval length (minutes)

AHT (seconds)

Target service level (%)

Target answer time (seconds)

Max occupancy (%)

Shrinkage (%)

Scheduled agents

Scenario test

Volume change (%)

AHT change (%)

Erlang C assumes random arrivals, exponentially distributed handling times, no abandonment, identical agents, and first-come/first-served handling. Use this as a planning model, not as a substitute for interval-level operational validation.

Erlang C staffing result

Offered load—

Base agents required—

Scheduled incl. shrinkage—

Scheduled gap—

Current service level—

Current ASA—

Current occupancy—

Current probability of wait—

Calculating Erlang staffing...

Staffing bridgeBase → shrinkage → scheduled

Base required

—

Incl. shrinkage

—

Scheduled

—

Queue requirementRequirement after shrinkageCurrent schedule

Scenario result

Scenario base agents—

Scenario scheduled req.—

Scenario occupancy—

Scenario service level—

Daily Interval Staffing Planner

Plan a full day in 30-minute intervals. Each row uses Erlang C and applies the same SLA, answer-time, occupancy and shrinkage targets.

Target service level (%)

Target answer time (seconds)

Max occupancy (%)

Shrinkage (%)

Import real interval data

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Interval / time column

Contact volume column

AHT seconds column

Interval	Contacts	AHT sec	Base agents	Scheduled req.	Occupancy	SLA

Peak base agents—

Peak scheduled req.—

Total contact volume—

Weighted avg. AHT—

Load or enter interval data to calculate the daily staffing curve.

For production planning, interval forecasts should be validated against intraday arrival patterns, abandonment, routing, skill groups, schedule adherence and forecast error.

Management Summary

General capacity status—

Contact-center staffing status—

Primary risk—

Calculating summary...

MVP planning tool. Validate results against real historical data, routing logic, business rules, multi-skill effects, abandonment, and scheduling constraints before production use.