Simple Formula for Forecasting # Agents needed in Excel Spreadsheet

[capri33]

I need a simple formula to calculate the number of agents needed for an inbound call center in the Excel Spreadsheet. Can you help.

[Frank A. Engle]

Here is a link that may help. It has a number of calculators that may assist you.

http://www.ansapoint.com/calculator/

[1hoppy1]

A simple formula is:
Forecasted calls * forecasted AHT * occupancy = agents needed.

For example:
75 calls per half hour * 350 AHT * 80% occupancy (1.2) /1800 (seconds in the half hour increment) = 17.5 agents required

[capri33]

Thanks 1hoppy1 That helped I had scheduled manually before but since being spoiled by TCS I have forgotten the formula


thanks again
Chris

[mandrews]

You may be better served to ensure you meet your
service level objectives by going to the web and have the
Erlang - C model added-in to Excel. Then you can use
a formula such as =agents(80,20,300,240)*2 to give you
the number of agents required to meet service level. Then in another column multiple the answer by you shrinkage number (e.g. 1.2) to come up with your staffing requirements. We have built many a worksheet using this. Other methods disregard service level but are used and can either over or understate
actual requirements. Of course, Erlang-C can as well.