call-center-tools 1.0.0

Tools for call center staffing calculations

call-center-tools

Package contains essential tools for call center staffing calculations.

Package installation:

pip install call_center_tools

Let's try to calculate number of agents for call center with average of 1000 calls per hour. Average duration of call is 120 sec. Agents should be occupied max 85% of time. 80% of calls should be answered in 20 sec.

from call_center_tools import calc_staffing

result = calc_staffing(
    calls_per_hour=1000,
    aht=120,
    max_occupancy=0.85,
    target_answer_time=20,
    target_service_level=0.8,
    shrinkage=0.3
)

Result:

Inputs:
  Calls per hour:           1000
  Average handling time:    120 sec
  Shrinkage:                30.0 %
  Max occupancy             85.0 %
  Target answer time        20 sec
  Target service level      80.0 %

Outputs:
  Traffic intensity:        33.333 Erlangs
  Waiting probability:      19.07 %
  Immediate answer:         80.93 %
  Service level:            93.72 %
  Average speed of answer:  3.43 sec
  Occupancy:                83.33 %
  Agents:                   40
  Agents + shrinkage:       58

So recommended number of agents for such call center is 40, not counting shrinkage.

Let's imagine we have only 35 agents, not recommended 40:

from call_center_tools import calc_staffing

result = calc_staffing(
    calls_per_hour=1000,
    aht=120,
    agents=35,
    max_occupancy=0.85,
    target_answer_time=20,
    target_service_level=0.8,
    shrinkage=0.3
)

Result:

Inputs:
  Calls per hour:           1000
  Average handling time:    120 sec
  Available agents:         35
  Shrinkage:                30.0 %
  Max occupancy             85.0 %
  Target answer time        20 sec
  Target service level      80.0 %

Outputs:
  Traffic intensity:        33.333 Erlang
  Waiting probability:      69.65 %
  Immediate answer:         30.35 %
  Service level:            47.24 %
  Average speed of answer:  50.15 sec
  Occupancy:                95.24 %
  Agents + shrinkage:       50

Try to use example.py to test your own parameters.

You can also find method for Erlang C and Erlang B calculations:

from call_center_tools import erlang_c, erlang_b