Counter waiting time calculator
Enter how many people arrive per hour, how long one service takes and how many counters are open. The calculator estimates the average wait and how many counters to open.
Counters needed for your goal: 7 (80% served within 10 min)
| Counters | Average wait | Served within 10 min | Counter occupancy |
|---|---|---|---|
| 7 | 3.7 min | 88% | 86% |
| 8 | 1.1 min | 99% | 75% |
| 9 | < 1 min | 100% | 67% |
| 10 | < 1 min | 100% | 60% |
| 11 | < 1 min | 100% | 55% |
| 12 | < 1 min | 100% | 50% |
How the calculation works
The calculator uses the Erlang C model, the standard method for call centres and service counters: random arrivals, one shared queue and identical counters.
The result is an average over a steady period. For peak hours, use the arrivals of that hour, not the daily average.
Use your real figures
Count arrivals per hour over a few days and time about twenty services to get the average service time.
A queue management system such as VisitSoft records these figures automatically: every ticket stores its arrival, call and end of service.
Frequently asked questions
Why does waiting explode close to 100% occupancy?
There is no slack left to absorb people who arrive together. Above about 85% occupancy, a few extra minutes of service make the wait climb quickly.
Does the calculation account for appointments?
No, it assumes random arrivals. Appointments smooth arrivals, so the real wait is lower than calculated.
My counters handle different services. What should I do?
Run one calculation per type of service, with the counters reserved for it.
See it with your own front office in mind
Tell us how you receive visitors today. We reply within one working day, in English or French.