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Workforce planner

Plan a support team's week hour by hour. Enter shifts, leave, opening hours and your contact forecast. See where the agents you have scheduled fall short of what Erlang C says you need, and what happens if volume moves.

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Example teamTwelve agents, a weekday chat and phone queue and a short Saturday. Edit it, or start from a blank plan.

Team

Week startingOptional. Shows dates next to the days.Shrinkage%Paid time not on contacts: breaks, meetings, training, coaching. Example: 30%

Demand

Mon contactsTue contactsWed contactsThu contactsFri contactsSat contactsSun contacts

Average handle timeminTalk or chat time plus after-contact work. Example: 6 min

Channel typeLive (phone or chat): Erlang CEmail or tickets: workload only

Service-level target%Share of contacts answered within the time below. Example: 80%Answered withinsecExample: 60 sec

Hourly profile

Share of a day's contacts that arrive in each hour, from your hourly reports. It covers every hour that any day is open.

08:00%09:00%10:00%11:00%12:00%13:00%14:00%15:00%16:00%17:00%

Total 100.0%

Example team · Forecast as entered

Hours short of staff

18.0 agent-hours missing across the week.

Biggest gap

3.0

Agents short on Monday at 08:00.

Workload vs capacity

46%

168.0 h of handling for 366.8 available agent-hours.

Contacts this week

1,680

12 people scheduled, 59 shifts.

Week at a glance

Red: short of staff. Amber: covered with less than one agent spare. Green: covered. Pick a day to see it below.

Week at a glance: each cell is one opening hour, red when short of staff
08	09	10	11	12	13	14	15	16	17
Mon 08:00: need 6.0, available 3.0	Mon 09:00: need 8.0, available 7.1	Mon 10:00: need 9.0, available 8.3	Mon 11:00: need 9.0, available 8.3	Mon 12:00: need 7.0, available 8.3	Mon 13:00: need 5.0, available 8.3	Mon 14:00: need 4.0, available 8.3	Mon 15:00: need 4.0, available 8.3	Mon 16:00: need 4.0, available 6.8	Mon 17:00: need 4.0, available 3.8
Tue 08:00: need 6.0, available 3.8	Tue 09:00: need 7.0, available 7.1	Tue 10:00: need 8.0, available 8.3	Tue 11:00: need 8.0, available 8.3	Tue 12:00: need 7.0, available 8.3	Tue 13:00: need 5.0, available 8.3	Tue 14:00: need 4.0, available 8.3	Tue 15:00: need 4.0, available 8.3	Tue 16:00: need 4.0, available 6.4	Tue 17:00: need 4.0, available 3.4
Wed 08:00: need 5.0, available 3.0	Wed 09:00: need 7.0, available 6.4	Wed 10:00: need 8.0, available 7.5	Wed 11:00: need 8.0, available 7.5	Wed 12:00: need 6.0, available 7.5	Wed 13:00: need 5.0, available 7.5	Wed 14:00: need 4.0, available 7.5	Wed 15:00: need 4.0, available 7.5	Wed 16:00: need 4.0, available 6.0	Wed 17:00: need 4.0, available 3.4
Thu 08:00: need 5.0, available 3.8	Thu 09:00: need 7.0, available 7.5	Thu 10:00: need 8.0, available 8.3	Thu 11:00: need 7.0, available 8.3	Thu 12:00: need 6.0, available 8.3	Thu 13:00: need 5.0, available 8.3	Thu 14:00: need 4.0, available 8.3	Thu 15:00: need 4.0, available 8.3	Thu 16:00: need 4.0, available 6.4	Thu 17:00: need 4.0, available 3.0
Fri 08:00: need 5.0, available 3.0	Fri 09:00: need 7.0, available 7.1	Fri 10:00: need 7.0, available 8.3	Fri 11:00: need 7.0, available 8.3	Fri 12:00: need 6.0, available 8.3	Fri 13:00: need 5.0, available 8.3	Fri 14:00: need 4.0, available 8.3	Fri 15:00: need 4.0, available 8.3	Fri 16:00: need 4.0, available 6.8	Fri 17:00: need 4.0, available 3.8
	Sat 09:00: need 4.0, available 3.8	Sat 10:00: need 4.0, available 3.8	Sat 11:00: need 4.0, available 3.8	Sat 12:00: need 3.0, available 3.8	Sat 13:00: need 3.0, available 3.8	Sat 14:00: need 2.0, available 3.8

Weekly schedule

One row per person. Set each day to Working with shift times, Day off, or Leave.

Weekly schedule: shift start and end for each person and day
Person	MonOpen 08–18	TueOpen 08–18	WedOpen 08–18	ThuOpen 08–18	FriOpen 08–18	SatOpen 09–15	SunClosed	Week
Name of person 1						Not working	Not working	42.5 h
Name of person 2					Not working		Not working	40 h
Name of person 3	Not working						Not working	40 h
Name of person 4			On leave			Not working	Not working	34 h
Name of person 5						Not working	Not working	42.5 h
Name of person 6			Not working				Not working	40 h
Name of person 7						Not working	Not working	42.5 h
Name of person 8						Not working	Not working	42.5 h
Name of person 9		Not working					Not working	40 h
Name of person 10						Not working	Not working	42.5 h
Name of person 11				Not working			Not working	40 h
Name of person 12						Not working	Not working	42.5 h
Scheduled	11 people · 93.5 h	11 people · 93.5 h	10 people · 85 h	11 people · 93.5 h	11 people · 93.5 h	5 people · 30 h	0 people · 0 h	489 h

Times are paid shift hours. Breaks and meetings are covered by shrinkage. Shifts that cross midnight are not supported: split them over two days.

Daily staffing overview

Agents needed on the queue next to agents available, hour by hour, for the day you pick.

63.0

87.1

98.3

78.3

58.3

48.3

46.8

43.8

Hour-by-hour table

Hour	Contacts	Required	Scheduled	Available	Gap
08:00	34.9	6	4.00	3.00	-3.00
09:00	49.7	8	9.50	7.13	-0.88
10:00	59.8	9	11.00	8.25	-0.75
11:00	57.2	9	11.00	8.25	-0.75
12:00	43.6	7	11.00	8.25	+1.25
13:00	30.2	5	11.00	8.25	+3.25
14:00	23.0	4	11.00	8.25	+4.25
15:00	20.9	4	11.00	8.25	+4.25
16:00	20.5	4	9.00	6.75	+2.75
17:00	20.2	4	5.00	3.75	-0.25

Workload across the week

Hours of handling each day against the agent-hours available in opening hours. A day can have enough hours in total and still be short at its peak.

Mon360 contacts · 36.0 h work / 70.1 h capacity (51%)

Tue330 contacts · 33.0 h work / 70.1 h capacity (47%)

Wed310 contacts · 31.0 h work / 63.8 h capacity (49%)

Thu300 contacts · 30.0 h work / 70.1 h capacity (43%)

Fri290 contacts · 29.0 h work / 70.1 h capacity (41%)

Sat90 contacts · 9.0 h work / 22.5 h capacity (40%)

SunClosed–

Workload hours Capacity hours (available agent-hours in opening hours)

Staffing gap alerts

Every opening hour where available agents are fewer than required, with the size of the gap.

Monday · 5 hours short

08:00–09:00 3.0 agents short (need 6.0, 3.0 available, 35 contacts)
09:00–10:00 0.9 agents short (need 8.0, 7.1 available, 50 contacts)
10:00–11:00 0.8 agents short (need 9.0, 8.3 available, 60 contacts)
11:00–12:00 0.8 agents short (need 9.0, 8.3 available, 57 contacts)
17:00–18:00 0.3 agents short (need 4.0, 3.8 available, 20 contacts)

Tuesday · 2 hours short

08:00–09:00 2.3 agents short (need 6.0, 3.8 available, 32 contacts)
17:00–18:00 0.6 agents short (need 4.0, 3.4 available, 18 contacts)

Wednesday · 5 hours short

08:00–09:00 2.0 agents short (need 5.0, 3.0 available, 30 contacts)
09:00–10:00 0.6 agents short (need 7.0, 6.4 available, 43 contacts)
10:00–11:00 0.5 agents short (need 8.0, 7.5 available, 51 contacts)
11:00–12:00 0.5 agents short (need 8.0, 7.5 available, 49 contacts)
17:00–18:00 0.6 agents short (need 4.0, 3.4 available, 17 contacts)

Thursday · 2 hours short

08:00–09:00 1.3 agents short (need 5.0, 3.8 available, 29 contacts)
17:00–18:00 1.0 agent short (need 4.0, 3.0 available, 17 contacts)

Friday · 2 hours short

08:00–09:00 2.0 agents short (need 5.0, 3.0 available, 28 contacts)
17:00–18:00 0.3 agents short (need 4.0, 3.8 available, 16 contacts)

Saturday · 3 hours short

09:00–10:00 0.3 agents short (need 4.0, 3.8 available, 17 contacts)
10:00–11:00 0.3 agents short (need 4.0, 3.8 available, 20 contacts)
11:00–12:00 0.3 agents short (need 4.0, 3.8 available, 20 contacts)

Forecast scenarios

The same team with more or less volume. Pick a scenario to see it in every view above.

Custom change: +15%

Scenario	Contacts / week	Workload h	Hours short	Agent-hours missing	Action
Volume −10%	1,512	151.2	10	11.5
Forecast as entered	1,680	168.0	19	18.0	shown above
Volume +10%	1,848	184.8	23	22.6
Volume +15%custom	1,932	193.2	24	30.4
Volume +20%	2,016	201.6	27	36.4

How the planner calculates

Contacts in an hour: day's forecast × (scenario change) × hour's share ÷ sum of the shares of that day's opening hours. So each day's whole forecast lands inside its own opening hours.
Required agents (live channels): Erlang C. Traffic = contacts × handle time in seconds ÷ 3600. Required = the smallest whole number of agents where service level = 1 − P(wait) × e^(−(agents − traffic) × target seconds ÷ handle time in seconds) reaches your target.
Required agents (email or tickets): contacts × handle time ÷ 60: the agent-hours of work arriving in that hour, with no queue model.
Scheduled agents: people set to Working whose shift covers the hour. Part of an hour counts as a part: a shift starting at 09:30 adds 0.5 to the 09:00 hour. Days off, leave and public holidays count as 0.
Available agents: scheduled agents × (1 − shrinkage).
Gap: available − required. A negative number is a gap alert: the size is how many agents are missing in that hour.
Workload hours (per day): contacts × handle time ÷ 60.
Capacity hours (per day): the sum of available agents over that day's opening hours.