Support Queue Staffing Planner
Estimate support workload by channel, include backlog clearance and compare required staffing with productive capacity.
- 1List your channels
- 2Read the answer as you type
- 3Download or print it
Loading the worked example…
Assumptions
Results update as you type. Example figures are illustrative.
Your working data
Edit cells directly or import a CSV. Download “Input CSV” for the required column names. Up to 200 rows; scroll the table sideways for additional fields.
Detailed analysis
Exports include all results, regardless of the search filter. The HTML report includes assumptions and source data; use your browser’s Print command for PDF.
Chart shows the first 20 rows; negative values use a warm color. Click table headers to sort.
Compare up to four scenarios
Capture the current inputs, change assumptions and capture again. Scenarios are included in downloaded projects.
What this model includes
Workload-based estimate, not Erlang C or a service-level forecast. Assumes one ticket at a time, constant arrivals and staff dedicated to each channel.
Import and save safely
CSV imports use your current assumptions. Project files restore assumptions, rows and saved scenarios. No automatic saving: download a project before closing this page. Imports are limited to 10 MiB and 200 rows. Calculations run in your browser; the site’s advertising and analytics follow its privacy policy.
Using Support Queue Staffing Planner
Estimate support workload by channel, include backlog clearance and compare required staffing with productive capacity.
- Set backlog clearance days, paid hours, non-ticket time and occupancy.
- List each channel with new tickets, handling minutes, backlog and assigned people.
- See who to add per channel beside your table, then download the plan.
Example
The worked example includes Email, Chat, Technical. Change the first backlog clearance days setting and compare the result with a saved baseline.
Questions & answers
What does Support Queue Staffing Planner calculate?
Estimate support workload by channel, include backlog clearance and compare required staffing with productive capacity.
What are the important limitations?
Workload-based estimate, not Erlang C or a service-level forecast. Assumes one ticket at a time, constant arrivals and staff dedicated to each channel.
Can I continue my work later?
Yes. Save a project JSON file and reopen it with Import CSV / project. It contains the working data, assumptions and up to four scenarios. Nothing is saved automatically.
What CSV columns do I need?
channel, daily, minutes, backlog, staff. Download Input CSV for a compatible example. CSV imports keep your current assumptions.
Are these example figures current industry benchmarks?
No. They are illustrative values to demonstrate the model. Replace them with figures appropriate to your situation.
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