Answer a few questions about the channels you use, and this tool will calculate the number of agents you need, broken down month by month. Volume figures are entered per month; handle times, service targets, and hours of operation are assumed to stay constant across the forecast period.
Choose 1-12.
Across all channels. Fractional is fine, e.g. 3.5.
Fill in your company name, your name, your email, and the starting month to continue.
1How should we calculate staffing?
This applies to every channel you select below. Use handle time and service targets, or your team's own historical productivity.
2Which channels do you support?
☎
Phone
✉
Email
💬
Live chat
3Tell us about your volume and service goals
Select at least one channel above to continue.
☎
Phone
Settings below apply to every month.
Total inbound calls per month, across all agents.
How long a caller should wait before reaching an agent, on average.
Talk time plus hold. We automatically add 30 seconds of after-call work per call.
Based on your team's historical performance. We'll divide monthly volume by this number, then add buffer capacity based on your wait-time target above.
✉
Email
Settings below apply to every month.
Only count emails or tickets that need a reply. Leave out notifications, auto-confirmations, or other messages nobody responds to.
Based on a 24 hour clock, not business hours.
Time to research and respond to one email.
Based on your team's historical performance. We'll divide the volume above (after automation) by this number, then add buffer capacity based on your response-time target above.
Percentage of email volume that's fully resolved by automation or AI, with no agent needed. Applied to every month. We remove this share before calculating, under either method above.
0%
💬
Live chat
Settings below apply to every month.
Total chat conversations per month.
Expected time to first reply.
Total time to resolve one chat.
How many chats one agent handles at the same time.
Based on your team's historical performance. We'll divide the volume above (after automation) by this number, then add buffer capacity based on your response-time target above.
Percentage of chat volume that's fully resolved by automation or AI, with no agent needed. Applied to every month. We remove this share before calculating, under either method above.
0%
Recommended staffing by month
Assumes one cross-trained team covering all selected channels.
Summary ready to send
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Are you ready to unify your customer support channels, improve branded communication, and drive business growth? Let’s start your omnie experience.
