How do I decide how many booked callbacks fit in each staffed window?
Capacity is pooled agent minutes divided by call duration including wrap-up. No mid-call breaks are assumed.
Open Callback CoverageTry the worked example
These are the example inputs from Callback Coverage. Replace them in the tool to run your own case.
| Window | Agents | Minutes each | Call + wrap min | Bookings |
|---|---|---|---|---|
| Morning | 2 | 45 | 12 | 9 |
| Afternoon | 1 | 60 | 10 | 4 |
Example result
2 callbacks to reschedule
Who uses this?
Contact centre coordinator. The free online tool runs the calculation in your browser. To edit the files and use the tools offline in one business, see the €49 offline edition.
Where the idea came from
Decide how many booked callbacks fit in each staffed window. The creator describes recovering delayed enquiries and identifying a workable booking process. Benchcraft designed this tool’s inputs, decision rule and example for this office task.
Original video