Occupancy is the share of logged-in time agents spend handling contacts; the rest is the gap between one contact and the next. Enter your queue, attrition and costs to see your occupancy, the staff it takes to reach your target, and what a labelled planning model says running above target costs in turnover.
Every formula, band and assumption is in the published method.
44.0 Erlangs of workload over 50 agents. An Erlang is one hour of handling work arriving each hour, so it equals the agents needed at 100% busy.
Above 85% and up to 90%, the caution band. Fine for a busy hour or a seasonal peak. Run it every day and this model raises attrition 1.15x, so plan staffing back toward your target.
Staffing cost is the added agents at your hourly rate for a 2,080-hour year with a 1.3x benefits load. The attrition cost comes from a planning model, labelled below. Check both against your own figures before you decide.
Staffing Calculator: staff to your target and service level · Attrition Cost: price turnover in full
| Occupancy | Agents | Idle a hour | Band | Attrition | Turnover a year |
|---|---|---|---|---|---|
| 70% | 63 agents | 18.0 min/hr idle | Healthy | 35% attrition | $291K/yr turnover |
| 72% | 62 agents | 16.8 min/hr idle | Healthy | 35% attrition | $287K/yr turnover |
| 74% | 60 agents | 15.6 min/hr idle | Healthy | 35% attrition | $278K/yr turnover |
| 76% | 58 agents | 14.4 min/hr idle | Healthy | 35% attrition | $268K/yr turnover |
| 78% | 57 agents | 13.2 min/hr idle | Healthy | 35% attrition | $264K/yr turnover |
| 80% | 55 agents | 12.0 min/hr idle | Healthy | 35% attrition | $254K/yr turnover |
| 82% | 54 agents | 10.8 min/hr idle | Healthy | 35% attrition | $250K/yr turnover |
| 84% | 53 agents | 9.6 min/hr idle | Healthy | 35% attrition | $245K/yr turnover |
| 86% | 52 agents | 8.4 min/hr idle | Caution | 40% attrition | $277K/yr turnover |
| 88% (you) | 50 agents | 7.2 min/hr idle | Caution | 40% attrition | $266K/yr turnover |
| 90% | 49 agents | 6.0 min/hr idle | Caution | 40% attrition | $261K/yr turnover |
| 92% | 48 agents | 4.8 min/hr idle | Critical | 49% attrition | $311K/yr turnover |
| 94% | 47 agents | 3.6 min/hr idle | Critical | 49% attrition | $304K/yr turnover |
| 96% | 46 agents | 2.4 min/hr idle | Critical | 49% attrition | $298K/yr turnover |
| 98% | 45 agents | 1.2 min/hr idle | Critical | 49% attrition | $291K/yr turnover |
Each row shows the fewest agents that keep occupancy at or below that level. It does not check service level (the share of calls answered within a target time); the Staffing Calculator does that. Attrition and turnover cost use the planning multipliers below.
1.15 multiple of baseline attrition: Attrition multiple applied while occupancy sits in the caution band, above the healthy maximum. Your entered attrition is taken as the rate at or below the healthy band. Heuristic, no published source.
1.4 multiple of baseline attrition: Attrition multiple applied while occupancy sits in the critical band, above the caution maximum, and whenever offered load exceeds staffed agents. Heuristic, no published source.
Paid hours: 40 a week and 2,080 a year, the full-time definition.
Benefits load 1.3x: Wage plus benefits and employer payroll burden, and nothing else. The narrowest of the three loads. Use it wherever a wage becomes a loaded hourly rate for unit metrics. Bands: healthy to 85%, caution to 90%, the platform's shared occupancy bands.
Reaching your 85% target, counted and priced each way:
Published figures to hold your result against. Each measures something slightly different, so read what it counts before you compare. None of them changes your result or its grade.
Targets from practice; no publisher here surveys what centers achieve. Each publisher's range is shown as it states it.
The US Bureau of Labor Statistics median for customer service representatives, May 2025. The tool opens at the national median; if you know your own pay, enter it in the tool.
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