Shift Planner

Inbound Customer Support · Central Time · plan the day, then check the year

Coverage by half-hour Core

Scheduled agents Required @ target SLA Under-covered

Shifts

Start	End	Agents	Hours

Assumptions

SLA target % Answer within (sec) Handle time (sec) Rate ($/hr) Occupancy cap % Weekdays / month Monthly budget ($)

Required agents use Erlang C on your real offered-call volume. Edits to Core and Peak are kept separately and both feed the year view. The 8–10 PM tail is covered by your dedicated agent, so this plans 5 AM–8 PM.

Data source

Using built-in data — about two years of Flex history.

Export the same Analyze report (Interval 30 Minutes × Day of Week × Month, with Handled + Abandoned) over a wider date range and load it here. Aug/Sep/Oct classify as Peak, all other months as Core, and times shift Eastern → Central automatically.

Budget check

Monthly cost vs. rolling budget

Core month Peak month (Aug–Oct) Cumulative spend Budget line / envelope

The rolling math

Month	Plan	Monthly cost	Cumulative	Envelope	Banked / (Over)

Core months run one shift plan; Aug–Oct run your Peak plan. On a rolling budget the quiet months bank room for the launch surge — what matters is the year landing under the envelope, not any single month.