Erlang Library for Excel

Download     Contents

SL Calculator: Erlang C Staffing from Service Level

What is the SL Calculator?

Using the Erlang C queueing model, the SL Calculator computes the number of agents required to meet a desired service level in a call center.  The calculator is designed for use by call center professionals.

How you get here

Press the SL button on the Erlang Toolbar.

Using the SL Calculator

When the SL Calculator opens, it looks like this:

Here the input fields are in the upper panel and the output fields are in the lower panel.  Note the presence of the Help button.  Enter some values in the input fields:

Now press the Compute button:

The calculator has informed you that your traffic load is 93.60 erlangs, that the number of agents required to achieve the desired service level (90 percent of calls answered within 10 seconds) is 104.68 agents, and that callers will experience an average wait time of 3.01 seconds.