Reverse Erlang Related Articles What is Erlang and the Erlang Calculator? Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy Erlang C Formula - Made Simple With an Easy Worked Example A Beginner’s Guide to the Erlang A Formula © MK studio - Adobe Stock - 281026300 1,163 Filed under - Forum, Erlang Calculations Reverse Erlang is there a way I can input average call time, the number of calls per hour and the number of agents I have available to assign and see what call answering targets I can expect? essentially I want to use what I have and see what I can expect to achieve with that agent load. Question asked by Susan Use the Erlang Calculator Spreadsheet This is a function of the Excel Erlang Calculator 3. Work out the Predicted Service Level for a provided number of agents This uses the Excel Formula =ServiceLevel(Calls, Reporting_period, Average_Call_duration, Service_level_time, Agents) For example =ServiceLevel(B45,C45,D45,E45,F45) With thanks to Jonty Section 3 Query Thanks Jonty. Just wondering, with the formula for Section 3, there was a note that mentioned that it doesn’t take into consideration shrinkage. How do we go about forecasting Service Level with shrinkage taken into account? Do we replace the fifth criteria “Agent” from Raw Agents with Actual Agents? Thanks With thanks to Hou Reverse Erlang Calculator Is there a way to get a reverse erlang c calculator where when we remove agents/FTEs, we are able to see how it impacts our ASA and Abandon Rate, etc? With thanks to Jen Only On the Excel Version This feature is only available on the Excel version With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 26th Apr 2022 Read more about - Forum, Erlang Calculations Recommended Articles What is Erlang and the Erlang Calculator? Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy Erlang C Formula - Made Simple With an Easy Worked Example A Beginner’s Guide to the Erlang A Formula Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter