Support Capacity Calculator
Enter staffing, productive time, concurrency, handling time, shrinkage, and volume to estimate capacity.
A QUICK WALKTHROUGH
How to use this tool
- Enter positive operating assumptions and a shrinkage percentage below 100%.
- Calculate capacity, surplus or shortfall, and the required agent count.
Formula
Capacity = agents × (1 − shrinkage ÷ 100) × productive hours × 3,600 × concurrency ÷ AHT seconds. Required agents = ceil(volume × AHT ÷ (productive hours × 3,600 × concurrency) ÷ (1 − shrinkage ÷ 100)).
Scope and limitations
This is an idealized capacity estimate assuming uniform workload and full utilization. It is not a service-level calculation or an operational staffing guarantee.
Privacy and precision
Values are processed locally in your browser and are not uploaded or stored. Inputs and outputs are bounded and checked for finite, safe results.
GOOD TO KNOW
Common questions
Does this guarantee a service level?
No. It is an idealized capacity estimate and does not model arrivals, queues, variability, breaks beyond shrinkage, or service-level targets.