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Workforce planning

How to forecast calls, work out how many agents you need, and build shift schedules with no queues and no idle time.

4 articles

How many agents does your contact center need? Erlang C in plain English How many agents does your contact center need? Erlang C in plain EnglishOctober 12, 2026 · 9 min read Contact center workforce management: forecast, schedule, adherence Contact center workforce management: forecast, schedule, adherenceSeptember 14, 2026 · 7 min read Service level 80/20: what it means and how to choose your target Service level 80/20: what it means and how to choose your targetAugust 25, 2026 · 7 min read How to build a contact center from scratch How to build a contact center from scratchJune 22, 2026 · 5 min read

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Where to use it

Shift planning Build schedules from your call forecast Learn more Shift calculator Work out how many people you need on staff Learn more

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