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Spreadsheet

WFM Staffing Calculator

Erlang A staffing calculator for voice, chat, and email. Plug in your numbers. Get staffing requirements, a weekly plan by half hour, costs, and an executive dashboard. Built on the same math the enterprise WFM tools use.

Voice
Erlang A with abandonment, occupancy caps, forecast error
Chat
Concurrent chat support (1, 2, or 3 simultaneous)
Email
SLA-based staffing with response time targets
Output
Weekly plan, half-hour staffing, costs, executive dashboard

How to use it

1
Open the Calculator tab. Enter your voice inputs: calls per half hour, average handle time in seconds, service level target, answer time, avg patience, shrinkage, max occupancy, and cost per agent hour. Do the same for chat (with concurrency) and email (with SLA).
2
Read the results below your inputs. Agents needed on phones, scheduled headcount (with shrinkage), occupancy, cost per interval, and annual labor cost. Same for chat and email.
3
Go to Weekly Plan. Edit the yellow cells with your actual call forecast by half hour and day of week. Staffing, peak headcount, and costs auto-calculate below.
4
Check the Dashboard. Weekly calls, agent hours, FTEs needed, peak headcount, weekly cost, annual cost, and cost per call. All auto-generated.
5
Don't touch the Engine tab. That's the Erlang A math. It powers everything.
See the Calculator → Download Directly .xlsx file. Works in Excel and Google Sheets. No macros.
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