Question 1

What is the Erlang C formula?

Accepted Answer

Erlang C is a mathematical model used in workforce management to determine the exact number of agents needed to handle a predicted volume of tickets or calls while meeting a specific Service Level target. It accounts for random arrival patterns and queueing theory.

Question 2

What is Average Handle Time (AHT)?

Accepted Answer

Average Handle Time (AHT) is the total average duration of a support interaction. This includes the time spent reading the ticket, investigating the issue, writing the response, and any post-interaction wrap-up work.

Question 3

What does Shrinkage mean in staffing?

Accepted Answer

Shrinkage is the percentage of time that agents are paid for but not available to handle tickets. This includes breaks, meetings, training, vacation, and sick leave. Factoring in shrinkage ensures your schedule reflects actual available hours, not just total headcount.

Question 4

Is this staffing calculator free?

Accepted Answer

Yes. Our Erlang C Staffing Calculator runs entirely in your browser with no signup and no credit card required. Your metrics stay local to your device unless you request a PDF report.