Workforce planning
Workforce planning
Forecast how many tickets will need a person over the next 14 days, hour by hour, and how many agents to schedule.
TR-AI already answers part of your tickets. Workforce planning forecasts the rest — the tickets that need a person — from the last 8 weeks, by day of week and hour, adjusted for the recent trend. It then suggests how many agents to schedule each hour.
| Setting | What it means |
|---|---|
| Handling time | Average minutes an agent spends on one ticket |
| First-response target | How quickly a ticket should get its first human reply |
| Within target | Share of tickets that must meet the target (e.g. 80%) |
| Shrinkage | Share of paid time agents are unavailable (breaks, meetings, training) |
| Time zone | The time zone the forecast and CSV use |
- Staffing uses the Erlang C formula with occupancy capped at 85%. Tickets are not phone calls, so treat the numbers as a planning estimate.
- Click a day to see its hours; “CSV (hourly)” exports the full 14 days for your scheduling tool.
- With less than about 50 tickets of history the forecast is rough — the page tells you.
Tips & tricks
- Measure handling time from your help desk’s reports rather than guessing — it changes the staffing number more than anything else.
- Re-check the forecast after a big automation gain: as TR-AI answers more, the human workload drops and so does the staffing need.