Workforce planning calculators
Free, browser-based, no signup. Everything runs locally — your numbers never leave the page. Twenty-seven tools, grouped by the job they do. New to these? Start with the visual Erlang explorer, or see how they fit together in the planning workflow.
Erlang & staffing
How many agents you need, and the service-level, occupancy and abandonment trade-offs behind the number.
Visual Erlang explorer
Drag the number of agents and watch service level, ASA and occupancy move live on a chart. The quickest way to feel the service-level curve, the power of one, and the occupancy trade-off.
Open the explorer →Erlang C
Classic service-level staffing calc. Given volume, AHT, and a target SL%, how many agents do you need?
Open →Erlang A (with abandonment)
Erlang C extended with caller patience. Models abandonment rate alongside service level.
Open →Erlang X (abandonment + blocking + redials)
The realistic one: caller patience, a finite number of lines (busy tone), and the redials failed callers generate — solved by iteration.
Open →Cost-optimal service level
Stop guessing at 80/20. Sweeps every staffing level, weighs labour cost against the value of abandoned contacts, and finds the service level that costs you least — with the U-shaped cost curve to prove it.
Open →Staffing sensitivity (what-if)
A forecast is one number; reality is a range. See how your roster moves when volume, AHT, the service target or shrinkage come in wrong — a tornado chart and a volume×AHT grid show which error hurts most, so you buffer the right one.
Open →Escalation & specialist pool sizer
A share of front-line contacts escalate into a small, fragile specialist pool most models never count. Sizes the tier from your escalation rate and its own handle time, with a power-of-one reserve.
Open →Blended / omnichannel staffing
Blended capacity isn’t the sum of the channels. Compare separate pools with a blended team — pooling benefit and the context-switching tax both in the model — for the honest number.
Open →Forecasting
Project the demand, choose the right method, and check how good the forecast actually was.
Simple volume forecaster
Paste historical daily volume; get an exponential-smoothing forecast with weekly seasonality and a chart.
Open →Which forecasting method?
A quick decision tool: answer five questions about your data and get a recommended forecasting method — naive, moving average, Holt-Winters, regression with drivers or ML — with the reasoning.
Open →Forecast accuracy
Paste your actuals and forecast and get the four numbers worth quoting — MAPE, WAPE, bias and the tracking signal — with a verdict and a chart. Built to show why bias, not MAPE, is the error to chase.
Open →Planning & budgeting
From a daily total or a weekly volume to the roster, the headcount and the annual cost — plus the coverage decisions in between.
Intraday profile builder
Turn a daily contact total into an interval-by-interval staffing curve. Pick a profile shape, and it spreads the volume across the day and sizes each interval with Erlang — net and gross of shrinkage, with peak headcount and agent-hours.
Open →FTE & budget builder
Budget season’s first number: turn a weekly contact volume into required FTE headcount and an annual staffing cost, with the build-up shown line by line and an implied cost per contact. An order-of-magnitude anchor before you build it interval by interval.
Open →Shrinkage build-up
Build shrinkage up from its component parts (breaks, training, absence…) and convert net requirement to gross headcount.
Open →Reduce or extend opening hours?
Should you open an extra hour, or close one? Staffs the marginal hour with Erlang and weighs the labour cost against the value of the contacts in it.
Open →Shift coverage
Lay your shifts over the interval requirement and see where you’re over- and under-covered. The gap between having enough people and having them at the right time — with a coverage chart and score.
Open →New-hire ramp & lead time
A new starter isn’t a full agent on day one. Model the effective FTE a cohort delivers while it ramps, the productive weeks lost, and the date you must start recruiting to have people productive in time.
Open →QA monitoring sample size
How many contacts you actually need to monitor per agent for a defensible quality score — sized to a confidence level and margin of error, not a habit. Totals the team-wide monitoring load and the analyst hours it costs, so you can plan QA capacity.
Open →Callback smoothing
A callback moves work off the peak, not out of the building. Sizes your busiest interval with Erlang, then shows the peak agents you save when a share of contacts take a callback — and the deferred work to reschedule.
Open →Span of control & coaching hours
Choose a span of control and see the coaching minutes per agent it leaves once a team leader’s admin and shrinkage are out — plus the team leaders required and what the management layer costs.
Open →Unplanned absence buffer
Absence spikes on the worst days. See the gross headcount for an average day versus a bad day, and choose how much of the spike to buffer into the plan and how much to flex on the day.
Open →Cost & business case
Put a pound sign on planning — the cost of getting it wrong, and the value of getting it right.
Planning value & business case
Build the case for your planning function — a three-tier value figure (conservative, likely, upside), net value, ROI, and payback. Companion to the business-case white paper.
Open →Cost of attrition
Fully loaded cost of attrition for a UK contact centre. Includes ramp-up productivity loss, TL / trainer / senior manager time, NI, pension, and bonus.
Open →Cost per contact
Fully loaded CPC including agent labour, TL, real-time analysts, per-seat tech, telephony, property, and senior management overhead.
Open →EBITDA impact
Translate shrinkage, occupancy, AHT, attrition, and overtime improvements into annual £ saving, EBITDA lift, and enterprise value.
Open →Team-leader savings
Size an initiative that reduces AHT, repeat calls, or contact volume. Computes annual saving, payback, FTE freed and per-contact cost.
Open →FCR & failure-demand impact
First contact resolution is a volume lever, not just a quality metric. See what your repeat contacts cost, what lifting FCR is worth, and what removing avoidable failure demand at source would save — in contacts, hours and pounds.
Open →