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Erlang X Multichannel Calculator
Standard
Blended staffing for voice + chat + email with concurrency. Agent count for a multichannel workload.
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Inputs
Voice calls/hr
Voice AHT (s)
Chat sessions/hr
Chat AHT (s)
Chat concurrency
Email volume/hr
Email AHT (s)
Service level target (voice %)
Calculate blended headcount