ErlCAgents()

To estimate how many call center agents are required in an hour to meet service level targets, use:

=ErlCAgents(w,x,y,z)

This function takes four parameters:

•	w is the number of calls received in the hour

•	x is the average call duration in seconds

•	y is the percentage target

•	z is the target time

For example, to estimate how many agents are required during an hour, if 1050 calls of an average duration of 250 seconds are received during that hour, and 80% of calls must be answered within 20 seconds, use:

=ErlCAgents(1050,250,80,20)

The answer should be 80

As with other Excel functions, you can either enter absolute values as the parameters, or you can add references to other cell on the same workbook or other open workbooks. If reference is made to another cell for the percentage service level parameter, please note that that cell should be formatted as a number and not as a percentage.