FTE requirement (without Erlang add in)

[jessiegeorgia]

Hi All,

Trying to impress in my new job but with limited resource - I can't install an Erlang add in on excel and am trying to deliver some sizing for a contact centre.

I have volumes (column A), AHT (B), service level required (C), target answer time (D), contacts per second (E), traffic intensity and would usually use a =agentno/=erlangCagents to get number of agents required or FTE.

I've tried downloading a free erlang add in but I've not been able to get it working so wondered if there was a crude way to calculate FTE in excel without it that anyone uses?

Many thanks in advance,
Jess

 

[martindwilson]

try http://www.callcentrehelper.com/erlang-c-calculator-2473.htm