Use Convershake’s advanced Erlang Calculator to calculate:
- Required agent headcount
- Service level predictions
- Average speed of answer (ASA)
- Occupancy and agent utilization
- Probability of delay
- FTE needs after shrinkage adjustments
This is one of the most complete and modern Erlang calculators available online today.
How Convershake’s Erlang Calculator Works
This Erlang Calculator uses your call center’s forecast data and applies the Erlang C queueing model to determine exactly how many agents are needed to meet your service-level goals.
Standard Inputs Included
- Incoming Contacts
The number of calls expected in the selected forecasting period. - Period Selection
Choose a 30-minute or 60-minute window to model workload accurately across the day. - Average Handle Time (AHT)
Enter the average duration of calls, including after-call work. - Required Service Level
Define your service-level target—such as answering 80% of calls within your desired threshold. - Target Answer Time
The maximum acceptable wait time for service-level measurement.
These inputs give a precise Erlang-based staffing requirement.
Advanced Workforce Options
Convershake’s Erlang Calculator goes beyond classic Erlang C forecasting by including operational factors real call centers depend on.
- Max Occupancy (%)
Set the maximum allowable occupancy to protect agent wellbeing and prevent burnout.
The calculator automatically increases staffing if the predicted occupancy exceeds your threshold. - Shrinkage (%)
Account for breaks, training, absenteeism, coaching, system downtime, and other non-productive time.
The staffing output adjusts based on your shrinkage value so you get true FTE requirements. - Average Patience (seconds)
Unlike classic Erlang C, Convershake’s calculator allows you to model caller abandonment—making forecasts more realistic for modern contact centers. - Working Hours per Week (FTE)
Convert total workload into full-time equivalent staffing based on your weekly hours per agent. - Reporting Interval
Choose the interval used for displaying or scheduling workforce results.
These capabilities make this Erlang Calculator ideal for enterprise WFM teams and high-volume BPOs.
What You Can Predict With This Call Center Erlang Calculator
Using Convershake’s Erlang Calculator, you can accurately forecast:
- Required agents per interval
- Expected service level (SL%)
- Occupancy and utilization rates
- ASA and queue time expectations
- Probability of delay
- Full-time equivalent (FTE) staffing after shrinkage
- The operational impact of increased or decreased AHT
- Outbound staffing requirements
This enables better scheduling, forecasting, financial planning, and SLA management.
Erlang C Explained for Call Centers
The Erlang C formula is the global standard for predicting staffing in call centers. It models scenarios where:
- Calls wait in a queue
- No calls are automatically dropped
- Handle times are variable
- Call arrivals follow random patterns
- Agents serve one caller at a time
Convershake’s Erlang Calculator enhances the traditional Erlang C model with modern operational factors such as caller patience and shrinkage, allowing for far more accurate forecasting.
Outbound Call Center Erlang Staffing
Convershake’s Erlang Calculator also works as an outbound call center staffing calculator, supporting:
- Campaign pacing
- Sales and telemarketing teams
- Insurance outbound
- Customer follow-up
- Collection operations
- Appointment-setting teams
With known volumes and handle times, Erlang modeling is highly effective for outbound workforce planning.
Data Visualizations for Deeper Workforce Insights
Convershake provides additional context by displaying operational charts such as:
- Erlang pool trends
- AHT distribution patterns
- Average metric summaries (AHT, shrinkage, occupancy, service-level targets)
These visuals help WFM teams understand workload behavior and forecast more reliably.
Erlang C vs Erlang B for Workforce Planning
- Erlang C is ideal for call centers because callers wait in a queue.
- Erlang B is used for telecom networks where calls are blocked when capacity is full.
Convershake’s Erlang Calculator uses Erlang C, the correct and industry-standard model for contact centers.
How Convershake Enhances the Results of the Erlang Calculator
While the Erlang Calculator shows how many agents you need, Convershake’s real-time AI knowledge assistant helps each agent work faster, more accurately, and more consistently.
Convershake gives agents instant answers from all your knowledge sources-PDFs, Word documents, manuals, SOPs, and client materials-during live calls.
Convershake Improves Core Erlang Inputs
- Reduces AHT by 20%+
Faster answers during calls lead to shorter handle times, directly reducing staffing requirements. - Improves agent utilization
With real-time support, agents spend less time searching for information. - Increases upsell rates by 30%
Convershake surfaces opportunities mid-call, improving revenue per agent. - Speeds up agent onboarding
New agents reach proficiency in days, not weeks.
Lower AHT and higher utilization mean your staffing models become more efficient—often allowing teams to operate at SLA without adding headcount.
Why Leading BPOs Choose Convershake
- Centralizes all client knowledge
- Provides consistent, correct, compliance-safe answers
- Ensures all agents have access to the most updated information
- Works seamlessly with CCaaS platforms like Genesys, Salesforce, and VCC Live
- Reduces cognitive load, burnout, and error rates
As AI-driven call centers become the standard, Convershake helps teams stay competitive and meet rising client expectations.
Security and Compliance
Convershake is enterprise-ready and built for regulated industries:
- GDPR compliant
- ISO27001-aligned ISMS
- Encryption at rest
- TLS 1.3
- 24/7 dedicated support
Try Convershake’s Erlang Calculator and Boost Your Team’s Performance
Start by forecasting your staffing requirements with the Convershake Erlang Calculator.
Then see how Convershake’s AI knowledge assistant can help you hit those targets more efficiently - and often with fewer agents.
