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Daily FTE Requirements — Shows how many people you need scheduled each day. Peak Agents is the most staff needed during the busiest 15-minute window of that day. w/ Shrinkage is the actual headcount you need to schedule, because not everyone is available at all times (breaks, meetings, sick days, etc.).

Abandon Rate (Abn%) — The percentage of callers who hung up before reaching an agent. Above 5% is a red flag — it usually means you were understaffed during part of the day. Consistently high abandon rates point to a scheduling gap, not a people problem.

Staffing Heatmap — A bird's-eye view of your staffing needs across the week. Each cell shows how many agents (with shrinkage) you should have available for that day and hour. Darker cells = higher demand. Use this to spot patterns: Are Monday mornings always heavy? Is Friday afternoon dead? This is your scheduling blueprint.

Occupancy — How much of an agent's time is spent handling calls vs. waiting. Green (under 70%) means agents have breathing room. Amber (70-85%) is the healthy zone. Red (above 85%) means agents are slammed back-to-back with no recovery time — expect burnout, errors, and turnover.

Interval Staffing Detail — The most granular view. Every 15-minute block shows exactly how many calls came in, how long they took, and how many agents you needed. This is where you catch hidden spikes — an hour might look fine on average, but one 15-minute burst inside it could be blowing up your service level.

Target SL / Answer Time / Shrinkage — These are the knobs at the top. Target SL 80% and Answer Time 20s is the industry standard "80/20" rule — 80% of calls answered within 20 seconds. Shrinkage is broken into 5 categories: PTO (vacation, sick days), Training (scheduled learning), Breaks (lunch, rest), Meetings (team huddles, 1:1s), and Other (admin, system downtime). The total defaults to 30% — adjust each category to match your organization's reality.

What to do with this data: Start with the heatmap to understand your weekly demand shape. Then look at the daily FTE table to see which days are hardest to staff. If abandon rates are high on certain days, compare the peak agent requirement against what you actually scheduled. The gap between "agents required" and "agents available" is where your service level problems live. Fix the schedule to match the demand pattern and the metrics will follow.

Erlangs — A measure of how much total work is coming in. If you have 25 calls in 15 minutes and each call takes 3 minutes to handle, that's 5 Erlangs of workload. Higher Erlangs = more staff needed.

Agents Required — The minimum number of agents needed to answer calls at your target speed. This is the raw math — it assumes every agent is on the phone the entire time.

With Shrinkage — The real-world number of agents you need to schedule. Shrinkage accounts for the fact that agents aren't available 100% of the time. It's broken into categories: PTO (vacation/sick), Training, Breaks, Meetings, and Other (admin/downtime). At 30% total shrinkage, you need about 1.4x the raw agent count.

Service Level (SL%) — The percentage of calls answered within your target time. "80/20" means 80% of calls answered within 20 seconds. This is the industry standard target. Below 80% means callers are waiting too long.

ASA (Avg Speed of Answer) — The average number of seconds a caller waits before reaching an agent. Lower is better. If ASA is 10 seconds, most callers barely notice a wait. If it's 60+, people start hanging up.

Occupancy — How busy your agents are. At 80% occupancy, agents spend 80% of their time on calls and 20% waiting for the next call. Sounds efficient, but above 85% agents burn out fast. Below 60% means you're overstaffed. The sweet spot is 70-85%.

Calls / Interval — How many calls arrive in a single time window. The standard WFM interval is 15 minutes (900 seconds). More calls per interval = more agents needed.

AHT (Avg Handle Time) — The average total time an agent spends on one call, including talk time, hold time, and after-call wrap-up work. Longer AHT = agents are tied up longer = more agents needed for the same call volume.

How to read the What-If table: Each row shows what happens if you staff a different number of agents. The highlighted row is the minimum needed to hit your target. Adding agents above the target improves service level but reduces occupancy (agents have more idle time). Removing agents below the target causes service level to drop and wait times to spike.

To verify: Look at one team on the WFM Planning page, note its calls/interval and AHT, then enter those same numbers here. The Erlang Calculator result will match that team's row on the WFM page.

Predicted Calls — The number of calls the system expects for each 15-minute interval, based on your recent history. This is not a guess — it looks at the same day-of-week and time-of-day across the past several weeks and calculates a weighted average. More recent weeks count more than older ones, so the forecast adjusts to changing trends.

AHT (Avg Handle Time) — The predicted average time an agent will spend on each call, including talk time, hold, and wrap-up. This is also pulled from recent history for the same day and time slot. It matters because longer calls mean agents are tied up longer, which directly increases staffing needs.

Erlangs — A single number that combines predicted calls and AHT into a measure of total workload. If you expect 10 calls in a 15-minute window and each takes 3 minutes, that's 2 Erlangs. The math behind staffing recommendations starts here.

Agents Required — The minimum number of agents needed to hit your service level target (e.g., 80% of calls answered in 20 seconds). This is the raw Erlang C calculation — it assumes every agent is available and on the phone.

With Shrinkage — The number of agents you actually need to schedule. Agents aren't available 100% of the time — they take breaks, attend training, use PTO, and sit in meetings. Shrinkage accounts for all of that. At 30% shrinkage, you need roughly 1.4x the raw agent number.

Predicted SL% — The service level you'll hit if you staff exactly the recommended number of agents. Green (80%+) means you're meeting target. Amber (60-79%) means callers are starting to wait. Red (below 60%) means significant wait times.

Predicted ASA — Average Speed of Answer — how many seconds the average caller will wait before reaching an agent. Under 20 seconds is good. Over 60 seconds and you'll start losing callers to abandonment.

Occupancy — How busy your agents will be. At 80%, agents spend 80% of their time handling calls and 20% waiting. Above 85% leads to burnout. Below 60% means you may be overstaffed for that interval.

Data Points — How many historical intervals were used to generate each prediction. More data points = more reliable forecast. Red (1-2) means the prediction is based on very little history and should be treated with caution. Amber (3-5) is usable but thin. Normal (6+) means the forecast has solid backing.

Weeks Back — How many weeks of historical data to include. More weeks gives you more data points but may include patterns that no longer apply. Fewer weeks makes the forecast more reactive to recent changes but less stable. 4 weeks is a good default for most contact centers.

How the forecast works: The system looks at your actual call data from the past N weeks. For each 15-minute time slot (e.g., "Tuesday 10:15am"), it finds all matching intervals in history and calculates a weighted average — recent weeks count more than older ones. It then runs the Erlang C formula on each predicted interval to determine how many agents you'd need to meet your service level target. The daily summary cards show the total predicted calls for each day and the peak staffing number (the single busiest interval that day).

Weekly summary cards: Each day-of-week card shows two numbers — total predicted calls for the day and the peak agent requirement. The peak number is what matters for scheduling: it's the most agents you'll need at any single point during that day. Staffing to the average would leave you short during the busiest intervals.