Shift Planner

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

Coverage by half-hour Core

Scheduled Required @ target Under-covered

Shifts

Type	Start	End	2nd start	2nd end	Agents	Hrs

Assumptions

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

Split shifts are one agent in two blocks (e.g. 6–10 then 11–3), counted as one head. Each block holds the minimum shift length. Required agents use Erlang C on your real offered volume; the 8–10 PM tail is covered by your dedicated agent.

Data source

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

Export the same report over a wider date range and load it here. Aug/Sep/Oct classify as Peak; times shift Eastern → Central automatically.

Budget check

Monthly cost vs. rolling budget

Core month Peak month Budget line

The rolling math

Month	Plan	Monthly cost	Cumulative	Envelope	Banked / (Over)

Core months run the core plan; Aug–Oct run the peak plan. On a rolling budget the quiet months bank room for the surge — what matters is the year landing under the envelope.