WFM Tools
Plug in your numbers, get an answer. Erlang staffing, capacity planning, shrinkage, attrition — the daily tools of WFM.
🧮 Calculators
10 ToolsService Level Savings Fallacy
Interactive calculator proving that loosening SL targets yields only 3-8% staffing reduction while hidden costs typically exceed savings.
Risk-Rated Capacity Planner
Attach probability to your staffing plans — see the odds of hitting SLA at each staffing level with your volume uncertainty. Replaces single-point capacity numbers with risk-rated recommendations.
Cost of Attrition Calculator
Calculate the full annual cost of agent attrition beyond replacement hiring. Itemizes recruiting, training, productivity ramp, quality dip, overtime coverage, and institutional knowledge loss.
Time-to-Shrinkage Translator
Convert each off-phone activity from its natural unit — minutes per week, hours per year, days per year — into a consistent daily shrinkage percentage. See total productive time remaining per shift.
Erlang Suite
Unified Erlang calculator for contact center staffing — Erlang C for queue-based service level, Erlang A for caller abandonment modeling, and Power of One sensitivity analysis. Input your volume, handle time, and agent count to see exactly how staffing levels drive service outcomes.
Erlang-C Power of One
Demonstrates how adding or losing a single agent disproportionately impacts service level, ASA, and abandonment. The most intuitive way to show operations leaders why small staffing changes matter.
Occupancy Variance Analysis
Decompose the gap between planned and actual occupancy into volume, AHT, staffing, and shrinkage variance. Pinpoint which factor drove the deviation so improvement efforts target the right lever.
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.
Staffing Gap Optimizer
Model the cost tradeoffs of filling staffing gaps through overtime, temporary staff, or new hiring. Balance service level, cost, and employee satisfaction across competing strategies.
Shrinkage Impact Calculator
Itemize every source of planned and unplanned shrinkage to see the true FTE cost of non-productive time. Breaks down breaks, training, coaching, PTO, absenteeism, and system downtime by impact.