Examples
Examples
Try the starting example
- Opening queued contacts
- 0
- Normal contact arrivals per hour
- 20
- Incident arrival multiplier
- 3
- Incident duration (hours)
- 2
- Normal service capacity per hour
- 30
- Reserve agents used during incident
- 2
- Added service capacity per reserve agent per hour
- 5
- Incident arrival rate per hour
- 60
- Incident service capacity per hour
- 40
- Queued contacts at incident end
- 40
- Hours to clear that queue after incident
- 4
- Incident net arrival minus capacity per hour
- 20
Try another scenario
- Opening queued contacts
- 0
- Normal contact arrivals per hour
- 20
- Incident arrival multiplier
- 3
- Incident duration (hours)
- 2
- Normal service capacity per hour
- 30
- Reserve agents used during incident
- 4
- Added service capacity per reserve agent per hour
- 5
- Incident arrival rate per hour
- 60
- Incident service capacity per hour
- 50
- Queued contacts at incident end
- 20
- Hours to clear that queue after incident
- 2
- Incident net arrival minus capacity per hour
- 10
Calculation method
Calculation method
Incident arrival rate per hour
Normal arrival rate×incident multiplier.
Incident service capacity per hour
Normal service capacity+reserve agents×extra capacity per reserve agent.
Queued contacts at incident end
max(0,opening queue+duration×(incident arrivals−incident capacity)).
Hours to clear that queue after incident
Queue/(normal capacity−normal arrivals), or explicit no-finite-recovery when the queue is positive and normal spare capacity is non-positive. Reserve capacity ends with the incident.
Incident net arrival minus capacity per hour
Incident arrival rate−incident service capacity, retaining a negative drain rate.
Symbols and units
- a
- Opening queued contacts
- b
- Normal contact arrivals per hour
- c
- Incident arrival multiplier
- d
- Incident duration (hours)
- e
- Normal service capacity per hour
- f
- Reserve agents used during incident
- g
- Added service capacity per reserve agent per hour
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 constant-rate fluid backlog scenario, not a stochastic wait forecast. It assumes reserve capacity lasts exactly for the incident and does not predict incident severity or agent productivity.
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
MIT: multiserver queues and Erlang C ↗
Background reading; this does not imply endorsement or independent review of SumFizz.