Hi everyone

I've just begun using the erlangformula to find out what staffing
is required for diffrent situations. One thing I haven't figured out
yet is, which level of agent utilisation is normal?

Is a 100% the equivalent for an agent having to spend 60 out of 60 minutes
servicing calls?

If that is the case, which level should you go for?

Thanks!
/Fredrik

Fredrik,
The typical Erlang models want use the following variables, based on your call center's operational need:

Desired Service Level: X% calls answered in Y seconds or less
Call Volume Expected: X calls over Y number of hours per day
Utilization: X% of each agent phone hour to either be on a call or in wrap-up

Depending on the size of your operation, and the service levels you wish to attain, here's a typical breakdown of utilization (or occupancy):

Service Level(% in 20 sec) # of Positions # of Agents Typ. Util.
80% 25 35 50%
50 75 70%
75 110 75%
100 150 78%
200 300 81%

The typical utilization numbers can be driven upward with good forecasting and adherence management. Feel free to e-mail me if you need some further clarification, and good luck!
Brent