HR
Customer Support Staffing Calculator
Right-size your support team from ticket volume and SLA target.
Ticket volume
Total across all channels — email, chat, phone, in-app.
Higher SLA = more buffer
Coverage & efficiency
Coverage hours are hours of support offered daily. Shrinkage covers PTO, training, breaks.
Typical 25–35%
70–85% healthy
Payroll
Fully-loaded annual cost per agent.
Recommended staffing
Utilization is only 73%. You may be paying for idle capacity — reassign or defer hiring.
About this tool
Enter tickets per day, average handle time, coverage hours, days per week, shrinkage and occupancy targets. Get the number of agents needed to hit your SLA, projected utilization, annual payroll and cost per ticket.
What it does
- •Shrinkage & occupancy adjustment
- •SLA-based buffer
- •Cost per ticket
- •Utilization sanity check
Use cases
- ★Support headcount planning
- ★SLA renegotiation with sales
- ★Unit-economics of support
FAQ
What is shrinkage?
The percentage of paid time an agent isn't handling tickets — breaks, meetings, training, PTO. 25–35% is typical.
Is 100% utilization the goal?
No — above 90% causes burnout and SLA breaches. Aim for 75–85% to leave slack for volume spikes.