WFM tools
Free contact centre workforce management calculators. New tools are added as they are ready.
Erlang C Staffing Calculator
Turn call volume, AHT and service level targets into required agents, occupancy, ASA and shrinkage-adjusted headcount.
Open calculatorShrinkage Calculator
Break planned and unplanned off-phone time into a single planning shrinkage percentage and the staff uplift it forces.
Open calculatorAHT Calculator
Combine talk time, hold and after-call work into average handle time, with a breakdown of where the time actually goes.
Open calculatorOccupancy Calculator
Check how hard your agents are really working, against the healthy 85–92% band, and spot burnout risk before attrition rises.
Open calculatorService Level Calculator
Reverse Erlang C: given the agents you actually have, see the service level, ASA and occupancy you will achieve.
Open calculatorAttrition Rate Calculator
Calculate attrition on both the start-headcount and average-headcount methods, plus the annualised rate.
Open calculatorCapacity Planning Calculator
Model monthly FTE requirement from forecast volume, AHT, working days, shift length, target occupancy and shrinkage.
Open calculatorVolume Forecasting Toolkit
Compare nine forecasting methods on your own history, pick the best fit by MAPE backtest, then break the forecast down to day of week and interval.
Open calculatorShift and Break Optimizer
Place shift start times, breaks and lunches with a local search optimiser, then see coverage, break shrinkage and projected service level by interval.
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