Telecom analytics • Erlang B • Erlang C • Poisson

WhatIf Call Center Traffic Calculator

A browser-based version of the original WhatIf traffic calculator. Enter your call center variables, choose what you want to solve for, and compare staffing or call volume results using Erlang C, Erlang B, or Poisson.

My Call Center Variables

Average number of calls for the hour Number of staffed agents for the hour Average time for direct call processing (seconds) Average time for post call processing (seconds) Goal average speed of answer (seconds) Average number of Non-ACD calls an agent makes in the hour Average time of one Non-ACD call (seconds) Average time a caller waits before hanging up (seconds)

Calculating For

Agents Calls Per Hour

Solve Using

Erlang C Erlang B Poisson

Current Scenario

ModeSolve for Agents

FormulaErlang C

Busy Time Per ACD Call210 sec

Non-ACD Load Per Agent0 sec/hr

Manned Time60 min

The original app effectively used a fixed manned time of 60 minutes. This web version does the same for now, matching the old calculation path before the manned-time option was commented out.

Notes: Erlang C is generally the best match for queued inbound call centers. Erlang B assumes blocked calls do not queue. Poisson gives another probability model comparison. This tool mirrors the legacy logic as closely as practical.

PESystems LLC builds custom calculators, internal business tools, operational dashboards, and line-of-business software. If you need a version of this calculator tailored to your own workflow, reporting, or terminology, that is squarely in our wheelhouse.

Results

Enter values and click Calculate to generate results.

Agents Per Hour	Service Factor	% Calls in Queue	% Calls Abandoned	% Agent Busy	ASA of All Calls	ASA of Calls in Queue
No results yet.

WhatIf Call Center Traffic Calculator

Interpretation