Call Center Metrics & Erlang C Staffing
AHT, ASA, abandonment and FCR, traffic in Erlangs, the Erlang C formula built by hand, 80/20 service level, agents needed, shrinkage, hourly forecasts and cost per contact: 8 labs on one contact center's data.
The first lesson is free — no account needed.
About this course
A call center staffing course that builds an Erlang C calculator in Excel by hand, on one mobile support team's data. You turn a week of calls into AHT, ASA, abandonment rate and first-contact resolution, convert calls and handle time per half-hour into traffic in Erlangs and occupancy, implement the Erlang C formula with POWER and FACT and check it against the textbook example, turn the probability of waiting into the service level and the ASA, find the agents needed for an 80/20 service level with INDEX/MATCH, gross the requirement up for shrinkage into scheduled agents and FTE, spread a daily forecast over an intraday call profile and price service level targets by cost per contact. The first lab is free.
Lessons
- Core Contact Center KPIs: AHT, ASA, Abandonment & FCRFree
- Traffic Intensity in Erlangs & Occupancy Pro
- Erlang C: the Probability That a Caller Waits Pro
- Service Level & ASA from Erlang C Pro
- Agents Needed for an 80/20 Service Level Pro
- Shrinkage, Scheduled Agents & FTE Pro
- Interval Forecasting: the Intraday Call Profile Pro
- Cost per Contact & Staffing Cost Scenarios Pro