Staffing Calculator

Application to calculate staffing for multichannel, multilingual contact center.

Staffing Calculator

šŸ”— staffing-app.roboteria.io

Overview

Purpose

This application is designed to calculate staffing (number of agents and their working hours) for a multichannel, multilingual contact center. It features a simplified user interface with more complex calculation logic running behind the scenes. Staffing is calculated for an average month, based on the expected volume of customer contacts and the required service KPIs.

Default core assumptions

1. Incoming volume is distributed evenly across the days and hours of the service period.

While volume is rarely evenly distributed, this approach offers a good balance between approximation and the complexity of data input. The program provides a reliable estimate of required staffing, ignoring potential spikes in volume. To account for such peaks, you can add an estimated 10ā€“20% to the calculated staffing.

2. All agents are multi-skilled, meaning they can work across any of the support channels.

App Structure

App Structure

Input

To calculate staffing, you need to provide the following information:

  • Service Scope: Selected languages for native customer support, the support channels (e.g., email, phone, or chat), and service hours for each languageā€“channel combination.
  • Volumes: The number of forecasted or expected customer inquiries per month.
  • KPIs: Key performance indicators that define the required service levels and productivity.

Advanced settings

The app uses predefined values for essential parameters. There is some room for fine-tuning of the calculation:

  • Maximum limits for occupancy per channel: doesnā€™t allow agents to be overloaded with too high occupancies.
  • Tolerance degrees for SLAs and Occupancy: gives a good balance between strict KPIs targets and overstaffing.
  • Interval setups: parameters of the time blocks used to calculate staffing for live channels.
  • Bilingual Agents and their default second language: can be tweaked to non-bilingual.
  • Parameters to evaluate number of Sr. Agents and TLs for the entire team.

Result

The calculated staffing per each language includes:

  • Required monthly working hours of agents
  • Number of FTEs (full time equivalent) of agents
  • Expected occupancy
  • Calculated service level per channel

Calculation logic

Tech Stack

Frontend

  • āš› React.js v.18.2.0
  • Material UI v7.1.1

Backend

  • šŸ Python v3.12
  • Fast API

Versions

Current version

v1.3.0 (12/05/2025)

Further development plan

v2.0.0

  • Differentiating volume per day of the week (picks input)
  • Option to use Erlang X with abandonment rate requirement