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Target Service Level Calculator

What service level should
I be answering to?

These are estimates. Set your target and see the patient experience it points to, speed of answer and how many callers hang up. In a full Guideway Care analysis, this would be modeled with Erlang plus healthcare call-data patterns gathered across the partner base.
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Your service-level target
Answer this share of calls… 80%
…within this many seconds 90s
Your call pattern
Calls per week
Open days / week 5
Open hours / day 9
Average handle time 4:00
Average caller patience 6:00
Monday peak vs. average hour 1.5×
Estimated calls abandoned
0%
at 80% answered within 90s
Average speed of answer
0s
Average calls / hour
a typical midweek hour
0
Monday peak calls / hour
the busiest hour you would plan for
0
Estimates only. Staffing to hit your target is sized with Erlang C at your weekly-average call rate; speed-of-answer is the conservative Erlang C figure, and abandonment is estimated with Erlang A, which accounts for callers who hang up. Both swing heavily with caller patience and your real call distribution. The Monday peak is shown because staffing to the average will not hold up at your busiest hour.

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