Calculate optimal support team size based on ticket volume, response time goals, and efficiency metrics. Analyze utilization, plan capacity, and optimize resource allocation for your support operations.
Most support teams perform optimally at 70-80% utilization. This allows for quality service, training time, and handling unexpected volume spikes without burnout.
Use weighted average handle times. For example, if 60% of tickets take 10 minutes and 40% take 30 minutes, your average would be (0.6 × 10) + (0.4 × 30) = 18 minutes.
Plan for average volume with your core team, then use temporary staff, overtime, or automation for peak periods. The peak multiplier setting helps you plan for this.