Support Capacity Sweet-Spot Calculator

Agents vs. ticket volume. Move the sliders to find the staffing level that clears the backlog, keeps up with inflow, and holds the SLA.

Inputs

Daily inflow (tickets/day)

250

Current backlog (tickets in queue)

400

Tickets per agent per day

Incident throughput haircut (%) (slower on a crisis day)

Target: clear backlog within (days)

Buffer for absences & spikes (%)

20%

Current team size (agents) — what-if

Operating window (hours/day, for coverage)

Shift length (hours)

Recommended staffing (sweet spot)
— agents

—

Daily capacity at current team

—

Net drain vs inflow (tickets/day)

—

Days to clear backlog (current)

—

Avg agents online at once