Call centre resources

The web-based ErlangC calculator 

This webpage calculates headcount requirement for a half hour period within your call centre.  Remember that the calculation gives the number of agents that should be logged on and ready to take calls.  You may wish to schedule more than this number in order to ensure that the required number are logged on.

calls offered within half hour

average call handling time (including wrap) in seconds

target answer time (eg 20)

percentage of calls answered within target time (eg 80)