The Center of CX
Subscribe
Reference

Offered load (Erlangs)

The work arriving in an interval, counted in Erlangs: the number of agents who would be busy every moment if contacts arrived perfectly evenly.

Also called: workload, Erlangs, traffic intensity.

Why it matters

It is the starting point of every staffing calculation. A center always needs more agents than its load, because contacts arrive in bunches.

How it is calculated

Offered load
Contacts per interval × AHT in seconds ÷ (interval minutes × 60)In Erlangs: the agents busy every moment if contacts arrived evenly.As published in the Staffing Requirement Calculator method, version 1.2.
Workload
Calls per hour × AHT in seconds ÷ 3,600The offered load in Erlangs: how many agents would be busy every moment if work arrived perfectly evenly.As published in the Occupancy Risk Simulator method, version 1.1.

Before you compare

  • Use the busiest interval you plan for. Load changes hour by hour, and a daily average hides the peak.
  • One Erlang is one hour of handle time in one hour, whatever the interval length.

No published figure for this measure passes our source rules, so none is shown.

Measure yours