Our advanced WFM calculator is built on Erlang C modeling and handles voice, chat, and email staffing across 5 skills. It is free for all contact centers.
What Is Erlang C?
Erlang C is a mathematical formula used in telecommunications and contact centers to calculate the number of agents needed to handle a given call volume within a target service level. It accounts for arrival rates, average handle time, and the probability of a call waiting in queue.
Why We Built This Calculator
Most WFM calculators online are basic. They handle one skill at a time and do not account for the complexity of real contact center operations. Our calculator handles five skills simultaneously, supports voice, chat, and email channels, and gives you staffing recommendations that account for shrinkage, occupancy, and service level targets.
How to Use It
Enter your call volume, average handle time, and service level target for each skill. The calculator will tell you exactly how many agents you need per interval. It is the same math that enterprise WFM tools use, available for free at ottoqa.com/wfm-calculator.
If you need help with workforce management beyond what the calculator provides, we are happy to talk. WFM is one of those areas where 30 years of contact center experience really shows.