Call Center Waiting Time Calculator

A Streamlit web application that calculates expected waiting times and service levels for call centers using the Erlang-A formula. This tool helps call center managers optimize staffing levels while accounting for caller abandonment.

Features

• Calculates expected waiting times using Erlang-A formula
• Accounts for caller abandonment behavior
• Provides key performance metrics:
  • Average waiting time
  • Abandonment rate
  • Service level (% calls answered within 20 seconds)
  • Offered load in Erlangs

Installation

1. Clone this repository:

git clone https://github.com/clexp/Primary_Care_Load_Management_Tool.git
cd Primary_Care_Load_Management_Tool

2. Create a virtual environment and activate it:

python -m venv phones
source phones/bin/activate  # On Mac/Linux
# or
.\phones\Scripts\activate  # On Windows

3. Install dependencies:

pip install -r requirements.txt

Usage

Run the Streamlit app:

streamlit run app.py

Enter your parameters in the sidebar:

• Arrival Rate (calls per hour)
• Average Service Time (hours)
• Number of Agents
• Average Patience Time (minutes)

The results will update automatically showing:

• Expected waiting times
• Abandonment rates
• Service levels

Mathematical Background

The calculator uses the Erlang-A (Erlang + Abandonment) model, which extends the classic Erlang-C formula by incorporating caller abandonment behavior. This provides more realistic predictions for call center performance, especially in high-traffic situations.

License

This project is licensed under the MIT License - see the LICENSE file for details.

Contributing

Contributions are welcome! Please feel free to submit a Pull Request.