Set your volume, handle time, and shrinkage — get the required headcount instantly.
Required headcount
Holding volume, AHT, schedule, and shrinkage fixed — only the occupancy target changes.
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Fill in the TAT recovery inputs to see an estimate.
Calls, tickets, or tasks arriving per week.
Enter in seconds, minutes, or hours — pick whatever fits the task.
Hours / day
Scheduled days
One number covering vacation, sick time, training, and breaks combined — use this if you don't want to enter each separately.
Share of available time actually spent handling work. Above ~90% risks burnout; below ~75% under-utilizes staff.
Model how long it takes to clear a TAT breach, using the volume and FTEs actually available for recovery.
Items currently outside TAT target, waiting to be processed.
Synced to weekly volume ÷ scheduled days.
Synced to the calculated headcount above.
Business days you want the backlog cleared within — leave blank to just see the current-pace estimate.
Required headcount comes down to one comparison: how many hours of work are arriving each week, versus how many productive hours one agent actually delivers once you account for shrinkage and a realistic occupancy target. This tool runs that math live in your browser as you adjust volume, average handle time, schedule, and shrinkage — nothing is sent to a server. For the full formulas and the reasoning behind each input, see the methodology page, or check the FAQ for quick answers on terms like AHT, shrinkage, and occupancy.