Call Center Calculator

About Call Center Calculator

Call Center Calculator is an open-source, browser-based workforce management tool designed to help contact center planners answer the fundamental question: how many agents are needed to meet a given service level? The application allows users to compare two staffing methodologies side by side—the widely used Erlang C formula and an event-driven computer simulation built in JavaScript. By inputting parameters such as contact volume, average handle time (AHT), standard deviation of handle times, service level targets, threshold, period length, and maximum occupancy, users can visualize how the two approaches diverge in their agent count recommendations. Erlang C, while computationally efficient and industry-standard, is known to overestimate staffing requirements; the simulation offers a more nuanced, accurate alternative. The tool runs multiple simulations per agent count to smooth out variance and provides an interactive chart illustrating results. Source code is publicly available on GitHub, making it suitable for analysts, WFM practitioners, and operations researchers seeking a transparent, customizable staffing calculator.