ErlCCalls()

To estimate how many calls a call center can handle with a given number of agents use:

=ErlCCalls(w,x,y,z)

This function takes four parameters:

•	w is the number of agents answering calls

•	x is the average call duration in seconds

•	y is the percentage target

•	z is the target time

For example, to estimate how many incoming calls a call center of 115 agents can handle in one hour if the average call duration is 250 seconds and if 80% of calls must be answered within 20 seconds, use:

=ErlCCalls(115,250,80,20)

The answer should be 1547

As with other Excel functions, you can either enter absolute values as the parameters, or you can add references to other cell on the same workbook or other open workbooks. If reference is made to another cell for the percentage service level parameter, please note that that cell should be formatted as a number and not as a percentage.