Contact centre calculators
Each calculator runs in your browser, updates as you type, shows its working, and lets you save scenarios side by side, share them as a link, and export them to CSV.
Interval calculators
One planning interval at a time: the numbers behind a staffing requirement.
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Erlang C calculator
How many agents you need on the phones to hit a service level target, with the occupancy and ASA that implies.
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Staffing requirement calculator
From volume and handle time through Erlang C, an occupancy ceiling and shrinkage to the agents to put on the roster.
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Shrinkage calculator
Total, external and internal shrinkage from leave, sickness, training and breaks, and the agents to schedule.
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Occupancy calculator
How busy your agents will be, the idle time per agent, and the agents needed to hold a target occupancy.
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Service level and ASA calculator
The service level and average speed of answer you will deliver with the agents you have.
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Erlang A calculator
Erlang C plus customer patience: agents required, abandonment rate and service level when callers hang up.
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Live chat staffing calculator
Agents needed for live chat when each agent handles several conversations at once.
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Schedule adherence calculator
Adherence, conformance, availability and not-ready rate from a shift's minutes, and what separates them.
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Agent utilisation calculator
Utilisation against paid time, occupancy against logged-in time, and the shrinkage that separates them.
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Call abandon rate calculator
Raw and adjusted abandon rate from offered, answered and abandoned contacts, with a short-abandon threshold.
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Average handle time calculator
Average handle time from talk, hold and wrap, and the workload it creates for a day's contacts.
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Agent capacity calculator
Contacts per hour and per day one agent can handle, and what a team can clear in a day.
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Queue pooling calculator
Agents needed queue by queue against one pooled queue: the saving from multi-skilling, with Erlang C.
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Cross-training simulator
How many agents need a second skill, and which one: simulated, because no formula answers it.
Planning tools
A whole day or week: from volume to FTE, and from requirement to roster.
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Week planner and FTE calculator
From a daily, weekly or monthly volume to a staffing curve, agent-hours and FTE.
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Email and ticket staffing calculator
Agents for email and tickets, staffed to throughput and a turnaround target rather than an Erlang queue.
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Schedule efficiency calculator
How well a roster matches the requirement curve: coverage, fit, and the hours over and under.
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Forecast accuracy calculator
WAPE, MAPE and bias from forecast and actual contacts per interval, with the worst misses named.
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Attrition rate and cost calculator
Attrition rate, the cost of each leaver, the annual bill and the FTE lost to new starters ramping up.
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Leave allowance calculator
How many agents can be on leave at once: leave days to place, agents off per day, and slots weighted by season.
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AI deflection ROI calculator
What a bot actually saves: deflection minus the repeats that come back, through Erlang C rather than a straight line.
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Minimum staffing calculator for 24/7 cover
The FTE it takes just to keep a line open with a minimum number of agents, before any volume.
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Cost per contact calculator
Cost per call built up from agent cost, overheads, shrinkage, occupancy and handle time.
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FTE to headcount converter
How many people a number of FTE actually is, once part-time contracts are in the mix.
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Absence rate and Bradford factor calculator
Team absence rate, what it does to shrinkage, and an individual's Bradford factor.
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First contact resolution and repeat contact calculator
How much of your volume is repeat contacts, what they cost in agents, and what an FCR improvement frees.
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Staffing shortfall and overtime calculator
The week's shortfall in agent-hours, the overtime that closes it, and what agency cover would cost instead.
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Outbound campaign staffing calculator
Agents and agent-hours to work a dialler campaign, from records, contact rate, talk and wrap time.
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Seasonality and monthly forecast calculator
From monthly history to a trend, a seasonal index per month and next year's volume, transparently.
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Intraday reforecast calculator
The rest of the day, reforecast from the morning's actuals, with the agents each remaining interval now needs.
Stop doing this one interval at a time
Pebble WFM forecasts your demand, computes the staffing requirement for every interval, builds the roster and publishes it, with self-service for agents and a copilot that can do what a planner can. Explore a sample organisation on day one.