Support Capacity Sweet-Spot Calculator

Agents vs. ticket volume. Move the sliders to find the staffing level that clears the backlog, keeps up with inflow, and holds the SLA. Defaults match the Stripe scenario.

Inputs

Daily inflow (tickets/day)

250

Current backlog (tickets in queue)

400

Tickets per agent per day

Incident throughput haircut (%) (slower on a crisis day)

Target: clear backlog within (days)

Buffer for absences & spikes (%)

20%

Current team size (agents) — what-if

Operating window (hours/day, for coverage)

Shift length (hours)

Result

Recommended staffing (sweet spot)
— agents

—

Daily capacity at current team

—

Net drain vs inflow (tickets/day)

—

Days to clear backlog (current)

—

Avg agents online at once