The goal for answering calls (e.g., answering 80% of calls within 20 seconds).
The average duration of a call, including talk time and any after-call work.
While most managers use automated tools, understanding the underlying math can help you interpret the results more effectively. Erlang B (Blocking)
In a modern business context, the calculator takes three primary inputs:
The Ultimate Guide to the Erlang Calculator: Optimizing Workforce Planning