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Quickly Calculate How Many Agents You Need
At Any Given Time to Achieve Your Desired
Service Level
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Calculating Staff
QueueView provides a range of data on staffing requirements based on the information you provided. The range of
answers always begins with the fewest number of agents that can handle the specified load (assuming no
abandonments) and ends with service level at virtually 100%.Utilizes Erlang C and Erlang B calculation to predict agents
and trunks required.
To interpret the results, locate the row that contains your target Service Level (SL%) or the closest percentage to your
desired Service Level (you can highlight the row for easier viewing by clicking on it). The values in the other columns of that
row correspond with your objective.
Calculating Delay
The Delay calculations estimate the amount of time callers will be in queue, assuming they do not abandon. Find the row
that contains your target Service Level (SL%) or the closest percentage to your desired Service Level (you can highlight the
row for easier viewing by clicking on it). The results in that row estimate how many callers are delayed for the specified
increments, out to 240 seconds.
Calculating Trunks
QueueView calculates the number of trunks required to carry the erlangs (hours) of traffic you input, at the probability of
blockage that you specify. These calculations are based on Erlang B.
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