# Support Agent Capacity Model

> Is your customer support team optimally staffed? Whether you're focused on improving Average Handle Times, decreasing the quantity of Inbound Volume, or reducing team Shrinkage, the goal is achieving a sustainable Cost per Contact. Use this model to see how close your current team is staffed relative to your required support. While it's tempting to race to the bottom with these cost-center metrics, you could be sacrificing valuable CSAT points in the process.

Published model on Paths: https://getpaths.io/p/support-agent-capacity-model
Values below are the base case of the published snapshot.

## Drivers

- Inbound Volume: 400
- Target Occupancy: 80%
- Daily Cost per Agent: $200.00
- Current Agents: 8
- Avg. Handle Time (min.): 8
- Daily Hours of Operation: 8
- Shrinkage: 30%

## Formulas

- Support Workload (min.) = Inbound Volume * Avg. Handle Time (min.)  -> 3,200
- Availability per Agent (min.) = Daily Hours of Operation * 60 * (1 - Shrinkage ) -> 336
- Capacity per Agent (min) = Availability per Agent (min.) * Target Occupancy -> 268.8
- Required Agents = ceil( Support Workload (min.) / Capacity per Agent (min) ) -> 12
- Required Daily Cost = Required Agents * Daily Cost per Agent  -> $2,400.00
- Required Occupancy = Support Workload (min.) / ( Required Agents * Availability per Agent (min.) ) -> 79.37%
- Current Daily Cost = Current Agents * Daily Cost per Agent  -> $1,600.00
- Actual Occupancy = Support Workload (min.) / ( Current Agents * Availability per Agent (min.) ) -> 119.05%
- Un-supported Volume = max( Inbound Volume - ( ( Current Agents * Capacity per Agent (min) ) / Avg. Handle Time (min.) ),0) -> 131.2
- Current Cost per Contact = Current Daily Cost / ( Inbound Volume - Un-supported Volume ) -> $5.95
- Required Cost per Contact = Required Daily Cost / Inbound Volume  -> $6.00