Right-Size Your Operations
Capacity planning combină forecasting, workforce analytics, și modeling financiar pentru decizii strategice despre resurse.
Current Capacity Status
45
Total Agents
Human
∞
AI Capacity
Scalable
78%
Utilization
Optimal: 75-85%
12%
Buffer
For peaks
Erlang C Calculator
Input Parameters
Calls per hour:150
Average Handle Time:4.5 min
Target Answer Time:20 sec
Target Service Level:80%
Calculated Results
Traffic Intensity (Erlangs):11.25
Minimum Agents:15
Probability of Wait:23%
Average Wait Time:12 sec
Growth Scenarios
12-Month Capacity Projection
| Scenario | Volume Growth | Agents Needed | AI Coverage | Monthly Cost |
|---|---|---|---|---|
| Conservative | +10% | 50 | 60% | €125,000 |
| Expected | +25% | 48 | 70% | €118,000 |
| Aggressive | +50% | 52 | 75% | €135,000 |
* AI coverage absorbs growth, limiting human headcount increase
Human vs AI Allocation
Current Mix
AI Handled65%
Human Handled35%
Optimal Mix (Target)
AI Handled75%
Human Handled25%
Savings: €45,000/month through AI optimization
Skill-Based Capacity
| Skill Group | Current | Required | Gap | AI Backup |
|---|---|---|---|---|
| Sales | 12 | 12 | 0 | Limited |
| Support L1 | 18 | 15 | +3 | Full |
| Support L2 | 8 | 10 | -2 | Partial |
| Billing | 7 | 7 | 0 | Full |
⚠️ Action: Hire or train 2 additional L2 Support agents
Cost per Contact Analysis
€4.20
Human Agent
Fully loaded cost
€0.35
AI Agent
Including infrastructure
€1.70
Blended Average
Current mix
Infrastructure Requirements
Current Infrastructure
- Concurrent call lines100
- SIP trunk capacity150 channels
- Agent workstations50
- Recording storage5TB/month
Capacity Headroom
- Peak concurrent72/100 (28% free)
- SIP utilization65/150 (57% free)
- Workstation usage45/50 (10% free)
- Storage growth3.2TB used