Evaluate your team's capacity against ticket demand to predict the probability of missing Service Level Agreement (SLA) targets.
Current Risk Level: 0
Total Team Capacity:
75 tickets
Utilization Rate:
0%
Estimated Breach Probability: 0%
* Staffing Insight: If utilization exceeds 85% or the breach probability is over 20%, consider reallocating resources or approving overtime to prevent SLA failures.
Risk is determined by comparing your total ticket throughput (Capacity) against the incoming volume plus existing backlog.
Formula: Risk % = ((Volume + Backlog) / (Agents × Productivity)) × 100
Risk % = ((Volume + Backlog) / (Agents × Productivity)) × 100
Example: 200 tickets daily, 10 agents, and a backlog of 50 tickets.
A utilization rate between 70-85% is generally considered healthy to allow for spikes and training.
High backlogs create a 'debt' that consumes current capacity, making it harder to meet response targets for new tickets.
Consider temporary staffing, adjusting SLA targets, or implementing automated self-service tools to reduce volume.
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