Calls per Agent Calculator
Enter total calls, agent FTE, shifts per agent, and productive hours per shift to calculate simple contact-volume ratios.
Enter values within the stated bounds. Volume, quality, and complexity are not adjusted.
- Calls per FTE
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- Calls per agent per shift
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- Calls per productive hour
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A QUICK WALKTHROUGH
How to use this tool
- Enter the total calls and number of agent FTE.
- Enter shifts per agent and productive hours per shift.
- Review the three calculated call-volume ratios.
Simple volume ratios
Calls per FTE = total calls ÷ agent FTE. Calls per agent per shift = total calls ÷ (agent FTE × shifts per agent). Calls per productive hour = total calls ÷ (agent FTE × shifts per agent × productive hours per shift).
Planning context
These ratios describe contact volume only. They do not adjust for volume mix, quality, complexity, occupancy, shrinkage, service level, or handling time.
GOOD TO KNOW
Common questions
Does this calculate staffing requirements?
No. It reports simple volume ratios and does not model service level, handling time, or other staffing factors.
What are productive hours?
Enter the hours in each shift available for productive call work.
Are my inputs uploaded?
No. The arithmetic runs locally in your browser.