Examples
Examples
Try the starting example
- Expected chat arrivals in interval
- 40
- Scheduled agents
- 5
- Interval length (minutes)
- 60
- Mean elapsed chat duration (minutes)
- 10
- Supplied average active chat concurrency
- 2
- Occupied share of productive time (%)
- 80
- Shrinkage (%)
- 25
- Model chat capacity in interval
- 36
- Expected arrivals beyond model capacity
- 4
- Scheduled agents required under same assumptions
- 6
- Implied handling effort for arrivals (agent-minutes)
- 200
- Occupied productive agent-minutes available
- 180
Try another scenario
- Expected chat arrivals in interval
- 40
- Scheduled agents
- 5
- Interval length (minutes)
- 60
- Mean elapsed chat duration (minutes)
- 10
- Supplied average active chat concurrency
- 1
- Occupied share of productive time (%)
- 80
- Shrinkage (%)
- 25
- Model chat capacity in interval
- 18
- Expected arrivals beyond model capacity
- 22
- Scheduled agents required under same assumptions
- 12
- Implied handling effort for arrivals (agent-minutes)
- 400
- Occupied productive agent-minutes available
- 180
Calculation method
Calculation method
Model chat capacity in interval
Agents×interval×occupancy×(1−shrinkage)×concurrency/elapsed duration.
Expected arrivals beyond model capacity
max(0,arrivals−capacity), as a workload difference rather than a queue forecast.
Scheduled agents required under same assumptions
ceil(arrivals×elapsed/(interval×occupancy×(1−shrinkage)×concurrency)).
Implied handling effort for arrivals (agent-minutes)
Arrivals×elapsed duration/concurrency.
Occupied productive agent-minutes available
Agents×interval×occupancy×(1−shrinkage).
Symbols and units
- a
- Expected chat arrivals in interval
- b
- Scheduled agents
- c
- Interval length (minutes)
- d
- Mean elapsed chat duration (minutes)
- e
- Supplied average active chat concurrency
- f
- Occupied share of productive time (%)
- g
- Shrinkage (%)
Use the units shown. A list keeps the order in which you enter its values. The symbol ^ means “raised to the power of”.
Assumptions & limits
Assumptions & limits
- A supplied concurrency/elapsed-duration workload approximation. Concurrent chats are not independent servers; this is not Erlang C or a service-level prediction.
Are these inputs private?
These calculations run in your browser. A shared link contains the values you choose to share. Only questions submitted to the separate AI finder are sent to OpenAI.
Further reading
Zendesk: response metrics and business-hour definitions; this tool uses its displayed convention ↗
Background reading; this does not imply endorsement or independent review of SumFizz.