Shiftmate
Service level and ASA simulator
Compare the impact of number of agents on service level, average response time and occupancy.
Prepared by:Shiftmate Product and Operations Team · Son kontrol:
Step by step usage
Enter actual period data
Replace the sample values with your own business's data for the same date range and the same unit of measure.
Read the result and assumptions together
By changing the number of agents for the same call volume and AHT, Erlang-C waiting probability, service level, ASA and occupancy are recalculated. Examine the result not just as a single number but for its sensitivity to change in inputs.
Save the scenario and measure again
Once you make a decision, write down the input and the date. Don't select staff based on a single KPI. Examine the ASA impact as Occupancy rises. Calibrate the scenario with actual interval results.
What does this tool calculate?
Compare the impact of number of agents on service level, average response time and occupancy.
formula
Service level = probability of call answered in target time; ASA = waiting probability / (service capacity - traffic)
Calculation method
By changing the number of agents for the same call volume and AHT, Erlang-C waiting probability, service level, ASA and occupancy are recalculated.
Worked example
180 calls/hour. AHT 300 seconds. 12, 14 and 16 active agent scenarios. Conclusion: Service level and occupancy appear together in every staffing scenario; Not only the SLA but also the sustainable load is compared.
How should the result be interpreted?
Don't select staff based on a single KPI. Examine the ASA impact as Occupancy rises. Calibrate the scenario with real interval results
Common usage mistakes
Mistaking the planned staff as active agents. Not adding after-call work time to AHT. Simulating peak interval with day average
Limits of the model
The simulation uses classic Erlang-C assumptions; abandon, skill redirection and channel synchronization are not included.
Is your data safe?
Calculation and file analysis runs in your browser. The operation files you upload are not sent to a server by this tool.
Relevant official and technical resources
Frequently asked questions
Are more agents always better?
Service level increases but cost and reduced occupancy may occur; Target quality and efficiency should be chosen together.
What is the difference between ASA and service level?
ASA refers to the average waiting time of answered calls, and service level refers to the rate answered within a certain threshold.