Call Center Metrics & Erlang C Staffing

What you'll build

What you will be able to do

Each lab ends with a concrete result that you build yourself and the checker confirms, cell by cell.

• Turn one week of Juniper Mobile Care's call data into the four KPIs every contact center reports: AHT, ASA, abandonment rate and first-contact resolution.
• Convert calls and handle time per 30-minute interval into traffic intensity in Erlangs, check occupancy and find the absolute minimum number of agents.
• Implement the Erlang C formula step by step with POWER, FACT and SUM, and check your result against the textbook example (Pw = 68.21%).
• Turn the probability of waiting into the service level (share of calls answered within 20 seconds), the ASA and occupancy for three staffing options.
• Calculate Pw and the service level for 39 to 46 agents in Juniper's busiest half-hour and let INDEX/MATCH pick the first N that reaches 80/20.
• Add up shrinkage, gross up the Erlang requirement to scheduled agents for every hour and convert the day into full-time equivalents.
• Build an hourly call profile from the last four Mondays, spread next Monday's daily forecast over the hours and chart the result.
• Price three service level targets: staffing cost per day, cost per handled call, and total cost once abandoned calls are counted, then let INDEX/MATCH pick the cheapest.