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.
One row per kind of work with its own handle time — calls, tickets, chats, whatever applies. Total weekly workload: 0h across 1 type(s).
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.
How many hours of work are sitting outside TAT target. If you track backlog as an item count, multiply by that item's AHT to get hours.
Synced to weekly workload ÷ scheduled days.
Synced to the calculated headcount above.
Synced to your occupancy target above.
Your occupancy target is a target, not a ceiling — push this higher to model running the team harder specifically to clear the backlog, or lower it if recovery work is deprioritized.
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.