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How do I know how many agents I need
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How do I know how many agents I need

It depends...

You will really have to try it to see what works for you.

Fortunately, Halloo lets you add and remove agents at any time so you can get the plan right for you.

There are three things that matter for how many agents you need

  1. The number of calls that you receive in an hour
  2. The length of each call (or to make it simple the average length) including wrap up time
  3. The maximum time that you can have your callers wait in queue (and how large a portion of your calls you need to meet this target, e.g., 80%)

Here is a table with some examples:

Number of Calls (hourly) 10 20 60 10 20 60
Length of call 240 sec 240 sec 240 sec 360 sec 360 sec 360 sec
Wait Time 20 sec 20 sec 20 sec 20 sec 20 sec 20 sec
Meeting Target 80% 80% 80% 80% 80% 80%
Agents Needed 2 3 7 3 4 9
Simultaneous Calls 4 5 9 5 6 12

If you have questions about other scenarios, please ask us by e-mail to support@halloo.com and we can add them.

The calculations are based on tables made by Erlang (Agner Krarup Erlang, 1878 - 1929, who was a Danish mathematician, statistician and engineer). He invented the fields of traffic engineering and queueing theory.