Contact center workforce optimization

Agents rostered once shrinkage is added

$117.65

Workload in the interval, hours

$35

Agents the raw workload needs

$70

The numbers on this page come from the inputs you enter and the method stated: 3,600 seconds to an hour, 52 weeks to a year, twelve months to a year, and nothing else. No industry shrinkage figure, no occupancy benchmark and no assumption about your attrition; every one of those is yours to enter.

Contact center workforce optimization is a suite of things in vendor language and one question in practice: are the right number of the right people in the right place at the right time, and can you prove it afterwards. This page is about the planning half of that, which is where the money is decided, rather than the monitoring half, which is where it is spent.

Open the Workforce scheduling Free to use. No account, no card, no trial clock.

Forecast the volume, then the workload

Contacts times average handle time is the workload, and it is the only part of this that is arithmetic rather than judgement. Everything downstream inherits whatever the forecast got wrong, which is why the forecast is worth more attention than the roster.

Add occupancy, then shrinkage, in that order

Occupancy is how busy you are willing to run people; shrinkage is the paid time that is not on contacts at all. They compound rather than add, which is why a roster built by adding percentages is consistently too small. The free worksheet does it in the right order.

Then defend the number

The requirement is a claim about the future and somebody will challenge it. Keeping the inputs beside the answer, rather than the answer alone, is what turns that challenge into a conversation about assumptions instead of about competence.

Will it do what you need for Contact center workforce optimization?

Tell us how your team plans its staffing today and where the number gets argued; a person who has built one answers.

Send the question

Contact center workforce optimization: common questions

What shrinkage should we use? Yours, measured from your own paid hours and time on contacts. This site publishes no benchmark, because a borrowed shrinkage figure is the fastest way to a roster that does not fit.

Does this replace real-time adherence monitoring? No. Adherence is the monitoring half and a suite does it properly. Orgplanly is the planning half: what the requirement is and what the plan says.

Is this Erlang? No, and it does not claim to be. Erlang C answers what service level a given number of agents achieves. The worksheet answers the workload question that comes before it, in plain arithmetic you can check.

Orgplanly Pro

Keeping what you make

The worksheet answered today's question. Pro keeps the answer: the plan you just worked saved against the team it belongs to, re-opened at the next review instead of rebuilt, branded and exported for the budget meeting.

• Download the finished checklist or intake form as a file the client accepts
• The paperwork goes out clean, without the Kickoffo watermark
• Re-use the checklist for the next client instead of rebuilding it
• Your firm's logo on every checklist and form you send
• Export every client's onboarding at once when the account review or the buyer asks
• Send the plan for review from the record, not a spreadsheet
• Not part of Orgplanly today; your billing stays where it is
• Not part of Orgplanly today; your ledger stays where it is

$90per month, whole team

Start Orgplanly Pro Pricing

Orgplanly Pro renews monthly at $6.50 per user per month until you cancel; the price and renewal terms are shown before checkout.