Free workforce planning calculators

Voice + chat + email + back office combined

Add every channel your team handles. Each gets its correct model — Erlang C for voice, concurrency for chat, backlog for email. See the tower total and blended routing estimate side by side.

Model: Tower model + blended routing

Inbound voice / call queues

The mathematically correct formula for inbound phone queues. Enter calls per interval, AHT, and your service level target — see required agents, predicted SL, and occupancy.

Model: Erlang C (M/M/N queue)

Break-even timeline for staffing gap decisions

You have a staffing gap. Is it cheaper to pay overtime, use a temp agency, outsource to BPO, or hire permanently? See weekly costs, 1-year cumulative totals, and the break-even week when hiring overtakes temp or OT.

Model: Direct cost + ramp productivity model

Headcount & cost at 70%, 80%, 90% SL targets

What does a higher service level target actually cost? Compare headcount and weekly labour cost across three SL targets side by side. See the non-linear Erlang C relationship between agents and service level — and make a data-driven case for your target.

Model: Erlang C — three-way SL comparison

SIP trunks · PBX lines · PSTN circuits

How many phone lines or SIP channels does your contact centre need? Enter call volume, average duration, and blocking target. The Erlang B formula tells you the minimum trunks to limit busy signals to your target probability.

Model: Erlang B (loss system)

Concurrent sessions · Little's Law

Chat agents handle multiple sessions simultaneously — Erlang C doesn't apply. Uses the correct concurrency model: offered load from Little's Law, occupancy guardrail, and shrinkage.

Model: Concurrency (Little's Law)

Backlog / deferred work

For email, tickets, cases, and any work that doesn't arrive in a real-time queue. Enter incoming volume, existing backlog, AHT, and SLA. Uses a flow model, not Erlang C.

Model: Backlog flow model

Seated → scheduled conversion

Convert your minimum seated requirement into your scheduled headcount. Add breaks, meetings, training, and unplanned absence. See the headcount you actually need to roster.

Model: Shrinkage uplift

Recruitment + productivity loss + capacity drain

Translate your annual attrition rate into a hard cost figure. See the steady-state FTE drain from agents always in ramp, and how much buffer headcount you need to maintain full capacity.

Model: Recruitment + ramp productivity model

Headcount and SL delta from handle time changes

What happens to your seated requirement when AHT drops by 30 seconds? Or when a new product adds 45 seconds to calls? See the exact Erlang C answer before committing to coaching or headcount.

Model: Erlang C differential

Traffic intensity → agent occupancy + SL

Calculate agent occupancy from volume, AHT, and headcount. See the Erlang C probability of queuing, the SL impact, and a full agents-vs-occupancy table so you can find the right level.

Model: Erlang C (occupancy = traffic ÷ agents)

Contact volume and headcount from FCR improvement

How many contacts does a 5% or 10% FCR improvement eliminate? What does that mean for seated agents and scheduled headcount? Enter your current and target FCR to get the Erlang C answer.

Model: FCR flow model + Erlang C

FTE cost, cost per contact, annual budget

Total FTE cost daily, monthly, and annually — including employer on-costs (NI, pension). Cost per contact. Whether your current headcount matches your volume demand. In GBP, USD, or EUR.

Model: Productive hours × fully-loaded rate

12-month hiring plan with ramp and attrition

Project headcount 12 months ahead. Model volume growth, attrition, ramp-up duration, and ramp productivity to find your monthly hiring requirement and the months where effective FTE falls short.

Model: Compound attrition + ramp productivity

WAPE, MAPE, and bias from actual vs. forecast data

Paste your actual and forecast contact volumes to compute WAPE, MAPE, and forecast bias in one click. Interval-by-interval breakdown. Includes WAPE benchmark interpretation.

Model: WAPE / MAPE / mean forecast error

FTE lost and annual cost of non-adherence

Quantify the FTE equivalent and financial cost of below-target schedule adherence. Every 1pp gap across 50 agents is equivalent to half an FTE not working — this calculator makes the cost visible.

Model: Adherence gap × agent count × hourly cost

How long to clear a queue backlog

Enter queue depth, arrival rate, AHT, and agents available to find how long the queue takes to clear. Also shows how many agents you need to clear it within 15 or 30 minutes.

Model: Net drain rate = service capacity − arrival rate

Annual FTE hours after leave, sick days & holidays

How many real working hours does your team deliver per year? Enter contracted hours, bank holidays, annual leave, expected sick days, and training days. See productive days per FTE, total team hours, and — optionally — cost per productive hour.

Model: Contracted days − year-level absence

Absence score and management trigger level

Enter the number of separate absence spells and total days absent. Calculates S² × D, identifies the trigger threshold (informal to formal management), and shows why frequency weighs more than duration.

Model: Bradford Factor = S² × D

Self-service · chatbot · IVR savings model

How many agents does a 20% deflection rate save? What's the net annual saving after digital channel costs? Enter volume, AHT, deflection rate, and agent cost — see headcount freed, annual saving, and payback timeline for implementation investment.

Model: Erlang C + deflection ROI model