Calculating concurrent calls in a call center

**achooi** · 06-18-2013, 11:58 AM

Hello everyone. Need some help on how to calculate concurrent calls based on the data that I have. I've calculated the duration and start/stop times but need to know how many concurrent calls are going at any given time. Please check the attached spreadsheet.

Here are the formulas I've tried but doesn't seem to work.

=SUMPRODUCT(--(B5>=callStarts),--(B5<=callEnds))

=SUMPRODUCT(--($B$2:$B$30000<A2),--($E$2:$E$30000>A2))+1

**wfm007** · 06-18-2013, 12:14 PM

Need more explanation

**achooi** · 06-18-2013, 12:17 PM

Hello,
I have the Start and Stop times for each phone call, the times overlap. The "Concurrent calls" column should be doing a running count of minus/plus 1 based on the calls that overlap in duration.

I run a call report for our VoIP system daily. I just need to know what is the concurrent call count throughout the day. We have a vendor that has a limit on how many calls we can send to them at any given moment. I want to know if we need to purchase more capacity from them.

I hope I'm making sense here.