Hi, do you know how to calculate traffic intensity if I have a call volume of 13991 weekly and AHT of 285? I am trying to manually use the formula to calculate number of agents needed for a service level above 80%, but i am not able to get valid answers.
Hi, Laura:Traffic intensity is the base calculation for the Erlang function to calculate staffing requirements. Volume*AHT/Interval E.g. 13991*285=3987435 And this result should be then divided by the number of seconds in your interval. So 3987435/604800=6.59 What this does it provides the start for the Erlang function to project a SL result and go up until the staffing satisfy your SL goal. 1 disclaimer: I do not recommend to calculate staffing requirement this way since this assumes every interval will have same calls and that is never the case throughout a full week, but well this is the answer. Hope it helps!
Hello, Luis: Yes, with the embedded VBA code you no longer need the plugin, which is great specially if you want to share the file with anyone who may not need to be familiar with these calcualtions. And about implementing in Power BI, I have not tried to do that, mainly because I think I would lose some practicity that there is in Excel. On the other hand, if you use Power Query you would probably still have great interactive funcitonality. Just y opinion but pretty interested to head your thoughts.
@@wfmer8516 Thanks!! Since I work with PowerBi, I want to find some way to play with the data/filters and to do the exercise with an erlang type formula. If I know of something, I'll let you know. greetings from Argentina
@@wfmer8516 Cool!! if we get that it would help us a lot to the world of WFM. Keep uploading videos they are all very good. There are no more videos like these on the web.
Hi, Laura assuming you have the Erlang code in a spreadsheet already, You can use the SLA formula, enter your inputs but have in mind that if you will enter the volume for a full week you need to enter the # of hours that agents will work during this week as your # of agents. E.g. 100 agents x 8hrs 5 days = 4000 hrs. =SLA(# of agents,"SLtime a.k.a number of seconds in which calls will be answered, calls per hour (or in this case per week), and your AHT in seconds) A couple of DiscIaimers on this: 1- I did not discount any kind of unproductive hours from the example because this will change based on each contact center. 2- While Im trying to explain and hopefully this is of any help. I do not recommend calculating SL for a full week this way as what will most likely happen is the projected SL will deviate a lot from the reality. My recommendation would be to have all the inputs by hour interval at least, calculate every interval (this of course will require you to the same with agents by interval) and if you can do this, then your projected SL will for sure be closer mainly because having the "right" number of agents doesnt mean that you have them exactly where they are needed and doing this excercise by interval will factor in overstaff, understaff, the impacts of those imbalances and the differences in volumes during each hour of the day.
@@wfmer8516 thanks! Do you provide paid counseling? I have an excercise I need to complete for a class in first year college applied to call center but have 0 knowledge.
Hi, Laura you can add the VBA Code to any MS Excel spreadsheet. Just Google Erlang C VBA Code. There is a .uk website where you can get the VBA Code for MS Excel or the Script to do It in Google Sheets. There are also some good resources to do your calculations for free from very popular and reputable websites. Try searching free staffing calculator and youll get to those.
I love your content, keep it up.
Hi, Aquil thanks for your comments! I'm glad you find this content useful. I will upload more soon
Can you do one for Email? or if the ASA is more than 30 mins?
Hello, where can I find this VBA code? can you share it?
Hi, do you know how to calculate traffic intensity if I have a call volume of 13991 weekly and AHT of 285? I am trying to manually use the formula to calculate number of agents needed for a service level above 80%, but i am not able to get valid answers.
Hi, Laura:Traffic intensity is the base calculation for the Erlang function to calculate staffing requirements. Volume*AHT/Interval E.g. 13991*285=3987435 And this result should be then divided by the number of seconds in your interval. So 3987435/604800=6.59 What this does it provides the start for the Erlang function to project a SL result and go up until the staffing satisfy your SL goal. 1 disclaimer: I do not recommend to calculate staffing requirement this way since this assumes every interval will have same calls and that is never the case throughout a full week, but well this is the answer. Hope it helps!
Hello. this formula replaces the erlang plugin from excel?
Do you know how to implement them in PowerBI?
Hello, Luis: Yes, with the embedded VBA code you no longer need the plugin, which is great specially if you want to share the file with anyone who may not need to be familiar with these calcualtions. And about implementing in Power BI, I have not tried to do that, mainly because I think I would lose some practicity that there is in Excel. On the other hand, if you use Power Query you would probably still have great interactive funcitonality. Just y opinion but pretty interested to head your thoughts.
@@wfmer8516 Thanks!!
Since I work with PowerBi, I want to find some way to play with the data/filters and to do the exercise with an erlang type formula.
If I know of something, I'll let you know.
greetings from Argentina
@@llucheins Thank you! That would be great. Ill investigate too if some colleagues know about doing this with Power BI
@@wfmer8516 Cool!!
if we get that it would help us a lot to the world of WFM. Keep uploading videos they are all very good.
There are no more videos like these on the web.
Hi, i need to calculate service level based on weekly call volume, AHT and headcount needed. How can I apply it here?
Hi, Laura assuming you have the Erlang code in a spreadsheet already, You can use the SLA formula, enter your inputs but have in mind that if you will enter the volume for a full week you need to enter the # of hours that agents will work during this week as your # of agents. E.g. 100 agents x 8hrs 5 days = 4000 hrs. =SLA(# of agents,"SLtime a.k.a number of seconds in which calls will be answered, calls per hour (or in this case per week), and your AHT in seconds) A couple of DiscIaimers on this: 1- I did not discount any kind of unproductive hours from the example because this will change based on each contact center. 2- While Im trying to explain and hopefully this is of any help. I do not recommend calculating SL for a full week this way as what will most likely happen is the projected SL will deviate a lot from the reality. My recommendation would be to have all the inputs by hour interval at least, calculate every interval (this of course will require you to the same with agents by interval) and if you can do this, then your projected SL will for sure be closer mainly because having the "right" number of agents doesnt mean that you have them exactly where they are needed and doing this excercise by interval will factor in overstaff, understaff, the impacts of those imbalances and the differences in volumes during each hour of the day.
@@wfmer8516 thanks! Do you provide paid counseling? I have an excercise I need to complete for a class in first year college applied to call center but have 0 knowledge.
@@laurarivadeneira2597 Hi Laura I do not provide that service for now but maybe we can arrange something. Ill reach out vía linkedin
@@wfmer8516 do not have linkedin at the moment, how can you reach me?
@@laurarivadeneira2597 thats a good challenge. Not sure what to do fiven circumstances. Sorry!
Can I have the Full Video????
How can I get these spreadsheets?
Hi, Laura you can add the VBA Code to any MS Excel spreadsheet. Just Google Erlang C VBA Code. There is a .uk website where you can get the VBA Code for MS Excel or the Script to do It in Google Sheets. There are also some good resources to do your calculations for free from very popular and reputable websites. Try searching free staffing calculator and youll get to those.
More videos pls