Erlang Suite

Erlang C, Erlang A, Power of One & Day Planner

The Erlang Suite brings together the core workforce management calculators. Erlang C calculates agent staffing — how many agents do you need to hit your service level target given your call volume, AHT, and acceptable wait time? Erlang A extends this by accounting for caller abandonment, giving more realistic staffing numbers when callers hang up before being answered. Power of One demonstrates how adding or removing a single agent dramatically shifts service levels and wait times — the concept that makes schedule adherence matter. The Day Planner lets you model staffing at the interval level across a full shift.