Calculate workload
Convert contacts and handle minutes into consistent hours.
Business and customer analytics · EDITION 1.0.0
Build a Contact Center Capacity Model
Create a transparent workload model, stress its demand and availability assumptions and distinguish planning headcount from queueing and scheduling guarantees.
By Sanjaay Gowda T S · For support operations analysts, team leads and workforce planning beginners.
You need: Basic spreadsheet arithmetic and familiarity with the topic; Python 3.10+ and a terminal for the optional companion project
Runtime and hardware details
Python 3.10 or later and a terminal. The supplied project runs locally and uses the Python standard library.
No model, API key, cloud account or network calls are used by the companion.
Basic spreadsheet arithmetic and familiarity with the topic; Python 3.10+ and a terminal for the optional companion project.
Full setup and scope ↓$2.99USD · one-time purchase
Prepared with AI assistance. Independent human technical, editorial and assistive-technology reader review remains pending. Automated checks and agent review are not certification.
PDF + EPUB + companion project. Any applicable tax is shown at checkout. Single-reader ebook terms; companion code is MIT licensed.
TRY THE FREE SAMPLE
See how the guide teaches.
Read 6 sample pages to explore the introduction, first chapter and teaching approach before you choose the complete edition.
Read free sample PDF · No checkout required
WHAT YOU WILL LEARN
Understand each part.
Inspect every boundary.
Separate availability
Apply occupancy and shrinkage without double counting.
Explain limitations
Distinguish a workload requirement from an SLA or staffed schedule.
INSIDE THE BOOK
9 focused chapters.
- Define the planning question and horizon
- Measure offered work and handle time
- Separate paid time, shrinkage and occupancy
- Calculate a workload requirement
- Build base and stress scenarios
- Compare availability and actionable gaps
- Run the capacity scenario calculator
- Check intervals, queues and skill constraints
- Maintain a capacity review and decision record
Your download includes
- 21-page tagged PDF with linked contents
- Reflowable EPUB for ebook readers
- Local Python project, fictional input, recorded expected JSON output and 10 companion tests
- 3 explanatory diagrams
- 9 chapters with exercises and worked answers
Before you begin
Python 3.10 or later and a terminal. The supplied project runs locally and uses the Python standard library.
No model, API key, cloud account or network calls are used by the companion.
Learning prerequisites: Basic spreadsheet arithmetic and familiarity with the topic; Python 3.10+ and a terminal for the optional companion project.
Prepared with AI assistance. Independent human technical, editorial and assistive-technology reader review is pending.
The included examples are synthetic teaching material. Model access, software subscriptions, hosting, ongoing updates and consulting are not included.
CLEAR EXPECTATIONS
Before you buy.
What will I build?
Create a transparent workload model, stress its demand and availability assumptions and distinguish planning headcount from queueing and scheduling guarantees. The local companion uses fictional teaching fixtures. Project limits: No Erlang C, abandonment, queueing or interval scheduling model is implemented. Occupancy and shrinkage are planning inputs, not recommended universal targets. FTE is a period-normalized unit, not a count of scheduled people.
What was tested?
The 10 companion tests passed on the packaged project. The supplied fictional fixture produced its recorded expected JSON output. EPUBCheck reported no errors or warnings; DAISY Ace and PDF/UA automated checks passed. These local teaching checks are not production accuracy claims or certification. Independent human technical, editorial and assistive-technology reader review remains pending.
How do I get the files?
Complete the secure Lemon Squeezy checkout to access the PDF, EPUB and companion ZIP. Keep your receipt and download access private. This is a one-time purchase of edition 1.0.0; ongoing updates and consulting are not included.
Can I share the book or the companion code?
The full ebook is licensed to one reader. The labelled free sample may be shared unchanged. The companion project is MIT licensed and may be adapted or shared with its licence notice. See the exact ebook terms.
Translate contacts, handle time and availability into explicit workload scenarios
One book. A complete learning project. Evidence you can inspect.
AI-assisted · Independent human review pending
$2.99USDBuy ebook