Examples
Examples
Try the starting example
- Queues: name, expected contacts, escalation %, specialist minutes per escalation
- General,100,20,15 Other,50,10,20
- Scheduled specialists
- 2
- Minutes available per specialist in interval
- 240
- Occupied share of those minutes (%)
- 80
- Expected escalated cases
- 25
- Expected specialist work (minutes)
- 400
- Entered specialist work capacity (minutes)
- 384
- Work minutes beyond capacity
- 16
- Specialists required under this workload rule
- 3
Try another scenario
- Queues: name, expected contacts, escalation %, specialist minutes per escalation
- General,100,20,15 Other,50,10,20
- Scheduled specialists
- 3
- Minutes available per specialist in interval
- 240
- Occupied share of those minutes (%)
- 80
- Expected escalated cases
- 25
- Expected specialist work (minutes)
- 400
- Entered specialist work capacity (minutes)
- 576
- Work minutes beyond capacity
- 0
- Specialists required under this workload rule
- 3
Calculation method
Calculation method
Expected escalated cases
Sum expected contacts×supplied escalation share.
Expected specialist work (minutes)
Sum expected escalated cases×specialist minutes.
Entered specialist work capacity (minutes)
Specialists×interval minutes×occupied share.
Work minutes beyond capacity
max(0,work−capacity).
Specialists required under this workload rule
ceil(work/(minutes per specialist×occupied share)), without queueing or schedule inference.
Symbols and units
- a
- Queues: name, expected contacts, escalation %, specialist minutes per escalation
- b
- Scheduled specialists
- c
- Minutes available per specialist in interval
- d
- Occupied share of those minutes (%)
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
- An expected-workload scenario using supplied escalation shares, not an observed escalation count or a forecast of case severity and specialist wait times.
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.