WFM tools
Free contact centre workforce management calculators. New tools are added as they are ready.
Free WFM calculators
Service Level Recovery Calculator
Behind on service level mid-month? Get the volume-weighted SL you need for the rest of the period, and see instantly if the target is already unreachable.
Open calculatorErlang C Staffing Calculator
Turn call volume, AHT and service level targets into required agents, occupancy, ASA and shrinkage-adjusted headcount.
Open calculatorErlang A Calculator
Staffing with abandonment built in: when callers give up and hang up, Erlang A sizes the team more honestly than Erlang C.
Open calculatorBack Office FTE Calculator
Turn email, claims and processing volumes into the FTE you need, per work type, with shrinkage and utilisation built in.
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 calculatorHiring and Class Size Planner
Project headcount week by week against attrition, then size and schedule training classes so you reach target before the shortfall, not after.
Open calculatorSeasonal Hiring Start Date Calculator
See how the date your seasonal class reaches the floor changes the hires you need for peak, and work out when offers must go out.
Open calculatorAsync Messaging Staffing Calculator
Staff WhatsApp and in-app messaging teams on interactions, not conversations or open time, and see what the common shortcuts would cost you.
Open calculatorAbsence Buffer Calculator
See why planning for average absence leaves intervals short, and how many extra agents it takes to keep most intervals on target.
Open calculatorCost Per Contact and AI ROI Calculator
Price a contact honestly, then see what AI deflection really saves: blended cost per contact, monthly saving, payback and FTE released.
Open calculatorAdherence and Conformance Calculator
Measure schedule adherence and conformance side by side, break down the minutes lost by reason, and price the coverage gap in agents.
Open calculatorCallback Workload Calculator
Compare real time, callback aware and naive staffing interval by interval, and see why a callback moves workload instead of removing it.
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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