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[]
[null,"Customer Queue Calculator"]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[null,"Version 1.2, July 22, 2022"]

{"sheet":"Staff ","index":1,"n_rows":81,"n_cols":10,"rows_kept":81,"cut":false,"hidden":false,"merged":[]}
[]
[null,"Customer Queue Calculator"]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[]
[null,null,null,null,null,null,null,null,null,"*Measured in seconds"]
[null,null,null,"Average Talk Time*",180,null,null,null,"Average After Contact Work Time*",30]
[null,null,null,"Contacts Per Half Hour",250,null,null,null,"Service Level Objective*",20]
[]
[null,"Agents","Probablity of call queueing P(0)","Average Speed of Answer (ASA)*","Avg. Wait if Wait* (DLYDLY)","Average Queue Size (Q1)","Average Queue Size if Queue (Q2)","Service Level (SL)","Agent Occupancy (OCC)","Trunkload (TKLD)"]
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[null,"",{"$f":"IF(B80=\"\",\"\",Queued(B80,$E$8*2,$E$7+$J$7))","v":""},{"$f":"IF(B80=\"\",\"\",ASA(B80,$E$8*2,$E$7+$J$7))","v":""},"",{"$f":"IF(B80=\"\",\"\",QueueSize($B80,$E$8*2,($E$7+$J$7)))","v":""},"",{"$f":"IF(B80=\"\",\"\",SLA(B80,$J$8,$E$8*2,$E$7+$J$7))","v":""},{"$f":"IF(B80=\"\",\"\",Utilisation(B80,$E$8*2,$E$7+$J$7))","v":""},""]
[null,"",{"$f":"IF(B81=\"\",\"\",Queued(B81,$E$8*2,$E$7+$J$7))","v":""},{"$f":"IF(B81=\"\",\"\",ASA(B81,$E$8*2,$E$7+$J$7))","v":""},"",{"$f":"IF(B81=\"\",\"\",QueueSize($B81,$E$8*2,($E$7+$J$7)))","v":""},"",{"$f":"IF(B81=\"\",\"\",SLA(B81,$J$8,$E$8*2,$E$7+$J$7))","v":""},{"$f":"IF(B81=\"\",\"\",Utilisation(B81,$E$8*2,$E$7+$J$7))","v":""},""]

{"sheet":"Delay","index":2,"n_rows":83,"n_cols":21,"rows_kept":83,"cut":false,"hidden":false,"merged":[[9,1,11,1],[9,2,11,2],[9,15,9,20],[9,3,9,11]]}
[]
[null,"Customer Queue Calculator"]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[]
[null,null,null,null,null,null,null,null,null,"     (Make entries on staff tab)"]
[null,null,null,{"$f":"'Staff '!D7","v":"Average Talk Time*"},{"$f":"'Staff '!E7","v":180},null,null,null,{"$f":"'Staff '!I7","v":"Average After Contact Work Time*"},{"$f":"'Staff '!J7","v":30}]
[null,null,null,{"$f":"'Staff '!D8","v":"Contacts Per Half Hour"},{"$f":"'Staff '!CPH","v":250},null,null,null,{"$f":"'Staff '!I8","v":"Service Level Objective*"},{"$f":"'Staff '!J8","v":20}]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"*Measured in seconds"]
[null,"Agents","SL %","Number of customers waiting longer than x seconds"]
[null,null,null,null,null,null,null,null,null,null,null,null,"2 mins.","3 mins.","4 mins.","5 mins.","6 mins.","7 mins.","8 mins.","9 mins.","10 mins."]
[null,null,null,5,10,15,20,30,40,50,60,90,120,180,240,300,360,420,480,540,600]
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[null,{"$f":"'Staff '!B81","v":""},{"$f":"IF('Staff '!H81=\"\",\"\",SLA($B83,$J$8,$E$8*2,$E$7+$J$7))","v":""},{"$f":"IF($B83=\"\",\"\",IF('Staff '!C81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,D$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF('Staff '!H81=\"\",\"\",IF('Staff '!D81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,E$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(E83=\"\",\"\",IF('Staff '!E81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,F$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(F83=\"\",\"\",IF('Staff '!F81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,G$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(G83=\"\",\"\",IF('Staff '!G81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,H$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(H83=\"\",\"\",IF('Staff '!H81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,I$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(I83=\"\",\"\",IF('Staff '!I81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,J$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(J83=\"\",\"\",IF('Staff '!J81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,K$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(K83=\"\",\"\",IF('Staff '!K81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,L$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(L83=\"\",\"\",IF('Staff '!L81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,M$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(M83=\"\",\"\",IF('Staff '!M81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,N$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(N83=\"\",\"\",IF('Staff '!N81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,O$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(O83=\"\",\"\",IF('Staff '!O81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,P$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(P83=\"\",\"\",IF('Staff '!P81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,Q$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(Q83=\"\",\"\",IF('Staff '!Q81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,R$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(R83=\"\",\"\",IF('Staff '!R81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,S$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(S83=\"\",\"\",IF('Staff '!S81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,T$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""},{"$f":"IF(T83=\"\",\"\",IF('Staff '!T81=\"Insufficient\",\"Staffing\",$E$8-SLA($B83,U$12,$E$8*2,$E$7+$J$7)*($E$8)))","v":""}]

{"sheet":"Trunks","index":3,"n_rows":20,"n_cols":10,"rows_kept":20,"cut":false,"hidden":false,"merged":[[18,1,18,9]]}
[]
[null,"Customer Queue Calculator"]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[]
[null,null,"For each trunk group, enter the Erlangs (hours) of traffic and the % blockage allowable*"]
[null,null,null,null,null,null,null,null,null,"Trunks required:"]
[null,null,"Erlangs of traffic for trunk group 1:",null,null,100,"% blockage:",1E-3,null,{"$f":"NBTrunks(F8,H8)","v":128}]
[]
[null,null,"Erlangs of traffic for trunk group 2:",null,null,100,"% blockage:",0.02,null,{"$f":"NBTrunks(F10,H10)","v":113}]
[]
[null,null,"Erlangs of traffic for trunk group 3:",null,null,100,"% blockage:",0.03,null,{"$f":"NBTrunks(F12,H12)","v":110}]
[]
[null,null,"Erlangs of traffic for trunk group 4:",null,null,null,"% blockage:",null,null,{"$f":"NBTrunks(F14,H14)","v":0}]
[]
[null,null,"Erlangs of traffic for trunk group 5:",null,null,null,"% blockage:",null,null,{"$f":"NBTrunks(F16,H16)","v":0}]
[]
[]
[null,"Blockage is the allowable percentage of customers who receive a busy signal or engaged message and do not enter the queue"]
[null,"* An assumption of 0.1% or higher"]

{"sheet":"SL & Occ Bar","index":4,"n_rows":9,"n_cols":11,"rows_kept":9,"cut":false,"hidden":false,"merged":[]}
[]
[null,"Customer Queue Calculator"]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[]
[null,null,null,null,null,null,null,null,null,null,{"$f":"'Staff '!J6","v":"*Measured in seconds"}]
[]
[null,null,null,{"$f":"'Staff '!D7","v":"Average Talk Time*"},{"$f":"'Staff '!E7","v":180},null,null,null,{"$f":"'Staff '!I7","v":"Average After Contact Work Time*"},{"$f":"'Staff '!J7","v":30}]
[null,null,null,{"$f":"'Staff '!D8","v":"Contacts Per Half Hour"},{"$f":"'Staff '!E8","v":250},null,null,null,{"$f":"'Staff '!I8","v":"Service Level Objective*"},{"$f":"'Staff '!J8","v":20}]

{"sheet":"Instructions","index":5,"n_rows":146,"n_cols":2,"rows_kept":146,"cut":false,"hidden":false,"merged":[]}
[]
[null,"Customer Queue Calculator"]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[]
[null,"Overview"]
[]
[null,"The Customer Queue Calculator is an easy-to-use tool that enables you to:"]
[]
[null,"·         Estimate base staff requirements for any half hour."]
[null,"·         Gain a wealth of related insight on customer delay times, employee occupancy (amount of time they are "]
[null,"          directly helping customers), and other variables."]
[null,"·         Predict the workload that will be carried by systems (if applicable)."]
[null,"·         Illustrate the “power of one”—the impact each employee has on customers and other employees."]
[]
[null,"Calculations are based on the widely-used Erlang C and Erlang B formulas (developed in 1917 by Denmark-based A.K. Erlang). The tool provides insight on base staff—breaks, holidays, and other variables that keep employees from the work are not accounted for. In that sense, this is not workforce management system, but an educational tool that clearly and simply illustrates the direct relationship between customers who need help and the employees required to help them."]
[]
[null,"The tool is also ideal for seeing the impact of changes to workload or employees. Examples include:"]
[]
[null,"·         Marketing that increases customer interactions"]
[null,"·         Product or process improvements that reduce (prevent) interactions"]
[null,"·         Training that improves first contact resolution"]
[null,"·         Better schedule adherence"]
[null,"·         Or many others"]
[]
[null,"Compatibility"]
[]
[null,"The calculator is generally compatible with Excel for Windows and Mac."]
[]
[null,"Getting Started"]
[]
[null,"When opening the spreadsheet, you will be prompted by Excel to either enable macros or disable macros. For the calculations to work, choose “enable macros.”"]
[]
[null,"Staff"]
[]
[null,"Choose the staff tab to go to that sheet. Entries are made in yellow cells. Erlang C requires you to input four variables:"]
[]
[null,"Average talk time in seconds. Input the projected average for the future half hour you are analyzing."]
[]
[null,"Average after-contact work in seconds. Input the projected average for the future half hour you are analyzing."]
[]
[null,"Contacts per half hour. Input the projected volume for the future half hour you are analyzing."]
[]
[null,"Service level in seconds. If your service level objective is for 90 percent of customers to reach an agent within in 20 seconds, you will input 20 seconds. If it’s 80 percent in 15 seconds, plug in 15 seconds. In other words, the program needs the Y seconds in the definition, “X percent of contacts answered in Y seconds.”"]
[]
[null,"The output provides a wealth of information and insight into the dynamics of customer queues. The program predicts a range of data on staffing requirements based on the information you provided. The range of answers always begins with the fewest number of agents that can handle the specified load (assuming no customer abandonments) and ends with service level at virtually 100%."]
[]
[null,"To interpret the results, locate the row that reflects your target service level (SL%) or the closest percentage to your desired service level (you may want to use your mouse to highlight the row for easier viewing). The values in the other columns of that row correspond with your objective."]
[]
[null,"It is easy to change any of your entries to see how that impacts results."]
[]
[null,"Abbreviations"]
[]
[null,"Here’s what the column headings stand for:"]
[]
[null,"Agents: the number of agents required to be available to handle customer interactions."]
[]
[null,"P(0): probability of a delay greater than zero seconds. In other words, the probability of a customer going into queue rather than immediately reaching an agent."]
[]
[null,"ASA: average speed of answer."]
[]
[null,"DLYDLY: average delay of delayed contacts. This is the average delay of those contacts that are delayed. (ASA looks at all contacts, DLYDLY only looks at those that go into queue.)"]
[]
[null,"Q1: average number of contacts in queue at any time, including times when there is no queue. The label is somewhat of a misnomer, because Q1 incorporates all contacts into the calculation, including those that don’t end up in queue. However, this column makes a useful contrast with the next, Q2."]
[]
[null,"Q2: average number of contacts in queue when all agents are busy or when there is a queue. Again, this is an average, and there will sometimes be more contacts in queue, sometimes fewer. But this figure can provide useful guidance for what to look for when monitoring real-time information. Note: These predictions become less accurate when SL is so high that Q1 approaches 0."]
[]
[null,"SL: service level, the percentage of contacts that will be answered (meaning, that will reach agents) within the number of seconds you specify."]
[]
[null,"OCC: percent employee occupancy. The percentage of time employees will spend handling contacts, including talk time and after-contact work. The rest of the time they are available and waiting for contacts."]
[]
[null,"TKLD: This column is the hours (erlangs) of trunk traffic, which is the product of (talk time + average speed of answer) x number of contacts in an hour. Because Erlang B, bandwidth calculators and other alternatives used for determining trunk and related system capacity often require input in hours, these numbers can be readily used as is. The actual traffic carried by trunks in a half hour will, in each row, be half of what is given."]
[]
[null,"NOTE: If the first line of the table indicates \"Insufficient Staffing,\" that means that technically there were just enough agents to handle the workload, but at 100% occupancy, which is not feasible. Erlang tables do not support this condition."]
[]
[null,"Delay"]
[]
[null,"Choose the delay tab to go to that sheet. You’ll need to make entries in the staff sheet, which will then appear in the delay sheet."]
[]
[null,"A good question to ask for any service level is, “What happens to the customers that don’t get answered in Y seconds?” This part of the program answers that question."]
[]
[null,"For discussion purposes, input these variables into the staff module:"]
[null,"Talk time: 180"]
[null,"After contact work time: 30"]
[null,"Contacts: 250"]
[null,"Service level: 20"]
[]
[null,"Then return to the delay module. As you can see, 34 agents will result in a service level of 82 percent of contacts answered in 20 seconds. But here we get additional insight into what happens to individual customers. Sixty-five customers will wait five seconds or longer. In the next five seconds, seven of those customers reach agents, so only 58 customers are waiting 10 seconds or longer. In the next five seconds, six more customers will reach agents, leaving only 52 callers waiting 15 seconds or more. At this service level, one customer is still waiting three minutes or more."]
[]
[null,"Note an important implication of delay: because of random contact arrival, different customers have different experiences. What’s the worst case that your organization is willing to tolerate? This becomes a key question when exploring these tradeoffs."]
[]
[null,"Delay calculations and staff calculations are based on the same data. To change assumptions, enter new variables in the staff module."]
[]
[null,"Trunks"]
[]
[null,"Select the Trunks tab to go to that sheet. These calculations are based on Erlang B."]
[]
[null,"Enter the desired trunk load. This can be obtained from the last column of your staffing calculations for your desired service level."]
[]
[null,"Enter the percentage of busy signals allowable. This number should be between 0.001 and 0.999."]
[]
[null,"You can enter up to five different trunk load and busy signal combinations. The program calculates the number of trunks required to carry the erlangs (hours) of traffic you input, at the probability of blockage that you specify. "]
[]
[null,"SL & Occ Bar Chart"]
[]
[null,"This sheet shows a bar chart that illustrates service level and occupancy based on staffing levels. Variables are displayed in gray cells. You can change variables in the staff module."]
[]
[null,"Erlang C and Erlang B Formulas"]
[]
[null,"Interested in the formulas behind these calculations? Here they are!"]
[]
[null,"Erlang C:"]
[]
[]
[]
[null,"Erlang B:"]
[]
[]
[]
[null,"Support"]
[]
[null,"For support, please contact Laura Grimes:"]
[null," "]
[null,"Email: laura@harringtonconsulting.us"]
[null,"Office: +1 248-842-2824"]
[]
[null,"This is a free program we make available to contact center and customer experience professionals, and we do not formally staff a support team. Please be understanding of response times."]
[]
[null,"Interested in building your own spreadsheets? Erlang formulas are available for download at www.erlang.co.uk"]
[]
[null,"Help us Improve"]
[]
[null,"If you find bugs or have suggestions for how we can improve this program, please contact Laura Grimes:"]
[null," "]
[null,"Email: laura@harringtonconsulting.us"]
[null,"Office: +1 248-842-2824"]
[]
[null,"Limitation of Liability"]
[]
[null,"The purpose of this program is to educate and entertain. By using this program, you acknowledge that neither the developers nor sponsors shall have any liability or responsibility to any person or entity with respect to any loss or damage caused, or alleged to be caused, directly or indirectly, by the information provided by the program. We encourage you to consult a competent professional when making decisions related to staff and other resources.  "]
[]
[null,"About"]
[]
[null,"© Brad Cleveland"]
[null,"Sponsored by: International Customer Management Institute (ICMI)"]
[null,"Version 1.2, July 22, 2022"]

{"sheet":"Example","index":6,"n_rows":36,"n_cols":10,"rows_kept":36,"cut":false,"hidden":true,"merged":[]}
["© Brad Cleveland"]
["Sponsored by: International Customer Management Institute (ICMI)"]
["Version: Beta V 1.0, July 1, 2021"]
[]
[null,"SLA%","Service Time (sec)","Calls per Hour","AHT (secs)","MaxWait (secs)"]
["Enter parameters here -->",0.85,15,100,180,30]
[]
[null,"# Agents","# Trunks","SLA%","% Queued","Aband'd","Utilisation","ASA (secs)","Queue Time (secs)","Average Queue"]
[null,{"$f":"B10-1","v":6},{"$f":"Trunks(B9,$D$6,$E$6)","v":18},{"$f":"SLA(B9,$C$6,$D$6,$E$6)","v":0.45945873856544495},{"$f":"Queued(B9,$D$6,$E$6)","v":0.58751648664474487},{"$f":"Abandon(B9,$F$6,$D$6,$E$6)","v":0.4973219633102417},{"$f":"Utilisation(B9,$D$6,$E$6)","v":0.83333331346511841},{"$f":"ASA(B9,$D$6,$E$6)","v":106},{"$f":"QueueTime(B9,$D$6,$E$6)","v":180},{"$f":"QueueSize(B9,$D$6,$E$6)","v":3}]
[null,{"$f":"B11-1","v":7},15,{"$f":"SLA(B10,$C$6,$D$6,$E$6)","v":0.72561299800872803},{"$f":"Queued(B10,$D$6,$E$6)","v":0.3241499662399292},{"$f":"Abandon(B10,$F$6,$D$6,$E$6)","v":0.23226359486579895},{"$f":"Utilisation(B10,$D$6,$E$6)","v":0.71428573131561279},{"$f":"ASA(B10,$D$6,$E$6)","v":29},{"$f":"QueueTime(B10,$D$6,$E$6)","v":90},{"$f":"QueueSize(B10,$D$6,$E$6)","v":1}]
["Answers are given here -->",{"$f":"Agents(B6,C6,D6,E6)","v":8},{"$f":"Trunks(B11,$D$6,$E$6)","v":14},{"$f":"SLA(B11,$C$6,$D$6,$E$6)","v":0.86973267793655396},0.16726651787757874,{"$f":"Abandon(B11,$F$6,$D$6,$E$6)","v":0.10145226866006851},{"$f":"Utilisation(B11,$D$6,$E$6)","v":0.625},{"$f":"ASA(B11,$D$6,$E$6)","v":10},{"$f":"QueueTime(B11,$D$6,$E$6)","v":60},{"$f":"QueueSize(B11,$D$6,$E$6)","v":0}]
[null,{"$f":"B11+1","v":9},14,{"$f":"SLA(B12,$C$6,$D$6,$E$6)","v":0.94231182336807251},8.0510348081588745E-2,{"$f":"Abandon(B12,$F$6,$D$6,$E$6)","v":4.1335392743349075E-2},{"$f":"Utilisation(B12,$D$6,$E$6)","v":0.55555558204650879},{"$f":"ASA(B12,$D$6,$E$6)","v":4},{"$f":"QueueTime(B12,$D$6,$E$6)","v":45},{"$f":"QueueSize(B12,$D$6,$E$6)","v":0}]
[null,{"$f":"B12+1","v":10},14,0.97619789838790894,3.6105360835790634E-2,1.5691325068473816E-2,0.5,1,36,0]
[null,11,14,0.9908478856086731,1.5089299529790878E-2,5.5510429665446281E-3,0.45454546809196472,0,30,0]
[null,12,14,0.99671614170074463,5.8847139589488506E-3,1.8325188430026174E-3,0.4166666567325592,0,26,0]
[null,13,14,0.99889814853668213,2.1461264695972204E-3,5.6571280583739281E-4,0.38461539149284363,0,23,0]
[null,14,14,0.9996533989906311,7.3378573870286345E-4,1.6372972459066659E-4,0.3571428656578064,0,20,0]
[null,15,15,{"$f":"SLA(B18,$C$6,$D$6,$E$6)","v":0.99989748001098633},2.3586589668411762E-4,4.4549313315656036E-5,0.3333333432674408,0,18,0]
[]
[]
[]
[null,null,"Agents","Calls per hour","AHT (secs)"]
["With this no. of agents etc -->",null,{"$f":"B11","v":8},{"$f":"D6","v":100},{"$f":"E6","v":180}]
[]
[null,"SLA%",null,"Service Time"]
["Service level could be -->",1,"in",{"$f":"ServiceTime($C$23,B26,$D$23,$E$23)","v":61},"secs"]
["or",0.95,"in",{"$f":"ServiceTime($C$23,B27,$D$23,$E$23)","v":43},"secs"]
["or",0.9,"in",25,"secs"]
["..",0.85,"in",7,"secs"]
[null,0.8,"in",0,"secs"]
[null,0.75,"in",0,"secs"]
[null,0.7,"in",0,"secs"]
[null,0.65,"in",0,"secs"]
[null,0.6,"in",0,"secs"]
[null,0.55000000000000004,"in",0,"secs"]
[null,0.5,"in",0,"secs"]