Support
Before contacting us
Most problems are one of these, and the user guide covers each in full:
| What you are seeing | Usually |
|---|---|
| Staffing looks far too high | Average handle time is a plain column instead of a weighted measure. Step 3 |
| Only one point per day on the chart | The interval field is bound to the Date Hierarchy instead of the plain field |
| Staffing doubles when you change interval length | The scheduled measure is summing rather than levelling. Scheduled agents is a headcount at a moment, not a running total |
| “This field takes whole-number percentages” | A what-if parameter was built over 0 to 1 instead of 0 to 100 |
| A gap in the scheduled line | Those intervals have no roster value. A blank is treated as unknown, not as zero agents, so the line breaks rather than dropping to the floor |
| Numbers higher than an online Erlang calculator | The occupancy ceiling. Most calculators solve only for service level; this one also keeps occupancy under your limit |
Contact
cap@work4wifi.com
We aim to respond within two business days.
Please include:
- What you expected, and what you saw instead
- The version, from the Format pane under About
- Whether you are in Power BI Desktop or the Power BI service
- A screenshot, if the problem is something you can see
Please do not send customer data. A description of the shape of your data is almost always enough. If we genuinely need a sample we will ask for one, with volumes scaled or anonymised.
Licensing and billing
Purchases, licence assignment and cancellation are handled by Microsoft, not by us. Assign or remove licences per user in the Microsoft 365 admin center.
After a licence is assigned it can take up to an hour to be recognised. Refresh the browser, or restart Power BI Desktop.
For anything to do with billing, invoices or refunds, contact Microsoft support rather than us.
Known limitations
Licence enforcement is not available in Publish to Web, PaaS embedding, Power BI Report Server, national or regional clouds, or REST-API export to PDF and PowerPoint. That is a Power BI platform limitation rather than a choice.
This release sizes staffing for a forecast you supply. It does not generate schedules, optimise breaks, handle multi-skill routing, or model abandonment. The user guide has the full list.
Erlang C Staffing Planner is published by WORK4WIFI LLC, 5101 Compass Way, Christiana, TN 37037.