size-staffing

name	size-staffing
description	Size agents from workload and a target occupancy band — not a fixed agent:ticket ratio. Reach for this on a staffing question.

Skill: Size staffing

A fixed ratio over- or under-staffs the moment volume varies (§3 #2).

Step 1 — Forecast volume by interval

Contacts per interval and handle time (AHT).

Step 2 — Compute workload hours

Contacts × AHT per interval.

Step 3 — Staff to occupancy

Agents = workload ÷ (interval hours × target occupancy) via supportops_calc.py staffing (§3 #2).

Step 4 — Sanity-check the band

Occupancy too high burns out; too low wastes cost (§3 #2).

Output

A workload/occupancy staffing model with the target band stated.