Call staffing calculator
Find the busiest hour on a busy day in your call log. Count every call that came in, answered or not.
Include the time spent writing notes or booking after the caller hangs up.
How long you are willing to let a caller wait for a person.
Call centers often aim for 80% of calls within 20 seconds. Pick what your callers will put up with.
Your guess. Breaks, lunch, and other work like checking people in. Leave at 0% to count only time on the phone.
People answering phones in your busiest hour
3
Your calls add up to 80 minutes of talking, packed into one hour. With 3 people, 84.2% of callers are answered within 20 seconds, the average wait is 26 sec, and 18% of callers wait at all.
| People | In 20 sec | Avg wait | Busy |
|---|---|---|---|
| 2 | 49.5% | 3 min 12 sec | 67% |
| 3 | 84.2% | 26 sec | 44% |
| 4 | 95.8% | 5 sec | 33% |
| 5 | 99% | 1 sec | 27% |
Schedule 3 people for that hour. If they take breaks or do other work, raise the time away slider.
20 calls × 4 min ÷ 60 = 1.33 hours of calls an hour. Erlang C turns that into the chance a caller waits, then the share answered in time and the average wait for each number of people. It assumes calls arrive at random and callers wait instead of hanging up, so treat the answer as the least you need.
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