Ops Intellect Capacity Planner

Avg Handle Time

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Avg Hold Time

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Shrinkage + Aux

32.5%

Predicted Vol

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Projected SLA

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HC Required (Net)

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Interactive Erlang-C Scenario Planner

Adjust parameters below to simulate unforeseen events.

Volume Spike / Drop 0%

Unplanned Outage / Transport 0%

AHT Increase (IT Issues) +0s

Base Requirement

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New Requirement

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Interval	Vol (Pred)	AHT	Shrink %	HC Logged In	Req HC	Proj. SLA	Wait (ASA)	Abandons

Click rows to expand details

Segment / Team / Agent	Calls Handled	Avg AHT (s)	Hold (s)	ACW (s)	Adherence %	Shrinkage %

Identifies available surplus agents to move based on real-time SLA Erlang requirements.

Queue / Channel	Current SLA	Req HC	Avail HC	Surplus / Deficit	Recommended Action
Voice (Inbound)	64%	145	120	-25 HC	Need Cross-Skilled Agents
Chat (Moxie)	95%	80	115	+35 HC	Shift 25 to Voice
Email (Backoffice)	N/A (24hr)	40	42	+2 HC	Hold

Scheduled

Logged In

Team / Agent

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