Number of agents:

Incoming tickets per month:

Working hours per week:

Touchtime (minutes):
Average agent active working time needed for a ticket resolution (average between tickets, discounting waiting time).

Agent productivity (%):
Percentage of an agent total working time that is dedicated to handling tickets.

SLA (hours):
Maximum acceptable time (agreed with the client) for the ticket resolution (discounting waiting for the requester).

Hourly demand:

Hourly capacity:

Demand per SLA:

Capacity per SLA: