All planning tools
PLAN THE OPERATING WINDOW

Capacity planner

Translate conversation volume, duration and operating hours into an initial concurrency estimate with explicit headroom.

01

Define one planning window

Use the same time period for conversation volume and operating hours.

For example: all conversations expected during one working day.
Use a realistic average for this specific workflow.
The hours over which these conversations arrive.
Additional capacity above the average workload.

What this calculation does

  1. Conversations × duration gives total conversation minutes.
  2. Divide by available minutes to find average concurrent demand.
  3. Add your headroom, then round up to a whole concurrent slot.
ceil(calls × duration ÷ (hours × 60) × (1 + headroom ÷ 100))