Spot Capacity Calculator
Calculate total FTE requirement from annual volume through to gross staffing need. Accounts for shrinkage, occupancy targets, attrition replacement, training pipeline, and the proficiency ramp curve.
About this calculator
Calculate total FTE requirement from annual volume through to gross staffing need. Accounts for shrinkage, occupancy targets, attrition replacement, training pipeline, and the proficiency ramp curve.
Methodology
The Spot Capacity Calculator determines real-time available capacity by comparing current staffing against current demand, accounting for occupancy limits and service level constraints.
Methodology: At any interval, available capacity = max(0, current_agents - Erlang_C_requirement(current_volume, target_SL)). The tool adjusts for maximum occupancy to prevent agent burnout — you can't use 100% of the gap because occupancy above 85-88% degrades quality.
How to use: Enter current agents on queue, current volume/AHT, target service level, and max occupancy threshold. The calculator shows available FTE capacity, whether you can absorb a volume spike, and how much offline work (training, coaching) you can schedule right now.
When to apply: Real-time management decisions, intraday reforecasting, deciding whether to release agents to training or off-phone work, evaluating whether to activate overflow or callback.
Discussion
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