Workforce Management
Staffing Dashboard
Level Up Partnership and Beyond
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Client Report
Call
Chat
Tasks
Call Model
Model parameters
Weekly
ticket
volume
tix
Avg handle time
min
Occupancy target
%
Shrinkage factor
%
Client preferred headcount
Override off
Client headcount
agents
When active, the schedule is re-optimized to deploy the client headcount where it covers the most high-volume intervals first.
Chat concurrency settings
Concurrent chats per agent
chats
Concurrency efficiency factor
(real-world discount)
%
100% = full parallel throughput (theoretical). 75–85% reflects realistic context-switching loss. Industry recommended: 75–80%.
Hours of operation
On Target
Agents needed
—
FTE headcount
Daily avg vol
—
across open days
Tickets/agent/day
—
at target occupancy
Peak agents
—
busiest interval
Open days/week
—
per HOO
Gross handle hrs
—
incl. shrinkage
Team utilization
—
actual vs capacity
Coverage ratio
—
deployed vs required
SLA risk level
—
based on coverage gap
Effective conc. capacity
—
throughput multiplier
Historical volume
Enter actual avg tickets per interval per day. Projected volume will be calculated as: historical × (1 + growth %).
Historical mode off
Projections from historical data
Growth % applied to all intervals
%
Positive = expected growth, negative = decline
Multi-skill / multi-queue blending
Define multiple queues with independent parameters. FTE is allocated proportionally by priority weight across all active queues.
Blending off
Queue name
Channel
Vol/week
AHT (min)
Occ %
Shrink %
Priority wt
+ Add queue
Projected Volume by Interval
from historical
Tickets per hour, by day
Intvl
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Low
Medium
High
— = outside HOO
Interval Coverage Requirement
Agents needed per hour slot
Intvl
Mon
Tue
Wed
Thu
Fri
Sat
Sun
1
2–3
4+
Suggested weekly schedule
Each shift is
9 hours total
— 8 hrs productive + 1 hr unpaid lunch. Shift times show the full window (start to end including lunch).
Calculation breakdown
Volume scenarios
