I will build an erlang c staffing model for your contact centre

Too few agents and your service level drops, queues grow and customers abandon. Too many and you pay for idle time. A staffing model built on Erlang C shows how many agents you need, interval by interval, to hit your target without overspending.

I will build you a clear, working calculator in Excel or Google Sheets. You enter call volume, average handle time and your service level goal (for example 80% answered in 20 seconds). It returns the agents needed per interval, the expected service level and the average wait.

Standard adds shrinkage (breaks, training, absence) and occupancy limits so the numbers reflect real rosters, then rolls them up into a weekly FTE plan. Premium covers up to three queues and adds a hiring and overtime summary, so you can see where the gaps are and what closing them takes.

No macros or add-ins. Formulas are visible and labelled, so your team can update the inputs and reuse it every week.

Send me your interval data, or a sample if you don't have history yet, and your targets. You get a file you understand, not a black box.