erlang c calculator for call
centers & help desks - plus it's free
cc-Modeler Lite is the ultimate, easy-to-use
Erlang C tool - it simplifies the analysis of call center staffing
requirements and service performance. It uses the industry-standard
Erlang C traffic model, as
well as simulation.
cc-Modeler is powerful and quick, with many features
not found in other Erlang C calculators. It is suitable for
any size of operation, from a help desk right through to large call
centers with hundreds of agents.
The key to understanding the performance of your
operation is to focus on the telephone basics - call volumes, talk
times, agent availability, delay before answer, abandonment rate
and maximum time in queue.
Call center performance is typically measured across
several key areas, including for example -
Cost per call
Resolution rate or fulfilment rate
cc-Modeler's Erlang C calculations take the guesswork
out of agent performance - the time taken to answer calls (ASA), the
amount of time taken to resolve the callers requirement, how
efficiently agents are utilized etc. cc-Modeler can accurately tell
you all these this.
For example -
If there are protracted queuing delays in peak
periods, callers hang up. They may try again later, but are
almost certainly unhappy with your performance.
If it takes 3 minutes rather than 4 minutes to
resolve the caller's requirement then that can convert into
significant (and measurable) cost savings and/or service
The most common calculation is to use cc-Modeler to
determine the number of agents required to handle the incoming call
volumes, while maintaining a particular average speed to answer (ASA).
However it does much more than that.
cc-Modeler has a series of graphs which show -
The proportion of callers who will wait in
the ACD queue for particular length of time
The effect of the number of agents available
on the average delay
How may agents would be needed for variations
in call volume
cc-Modeler includes an
'auto calculate' mode which enables you to do 'what if' analysis -
varying any of the parameters and instantly seeing the effect on
cc-Modeler enables you to 'back calculate' as
well, answering such scenarios as -
How many calls can a certain number of agents
What is the available talk time for each call
in order to meet a particular average delay before answer?
How many calls will
be answered within a particular threshold target?
New! cc-Modeler now includes a
simulation module as well as Erlang C
'cc-Modeler Sim' can
calculate the expected abandonment rate for varying numbers of
agents. Abandoned calls are an issue for any call center
manager, as they mean customers who are probably taking their
it can handle mixed call types and channels, along with
different call priorities.
Lite is provided as freeware to the call center and
helpdesk industry. This means that you are welcome to
download and use it without payment of any license
fee, and to encourage others to use it as well.