Calculator
Example data table
| Scenario | Tickets | Agents | Shift (hrs) | Break (min) | Utilization | Automation | Rework | TPH/agent |
|---|---|---|---|---|---|---|---|---|
| Weekday email queue | 420 | 7 | 8.00 | 45 | 85% | 15% | 10% | 6.79 |
| Peak campaign window | 650 | 10 | 6.00 | 30 | 80% | 20% | 12% | 7.63 |
Formula used
- Net Hours = Shift Hours − (Break Minutes ÷ 60)
- Effective Hours per Agent = Net Hours × (Utilization ÷ 100)
- Team Effective Agent-Hours = Effective Hours per Agent × Agents
- Manual Tickets = Tickets × (1 − Automation% ÷ 100)
- Adjusted Tickets = Manual Tickets × (1 + Rework% ÷ 100)
- TPH (Team) = Adjusted Tickets ÷ Team Effective Agent-Hours
- TPH (Per Agent) = Adjusted Tickets ÷ Effective Hours per Agent
How to use this calculator
- Enter ticket volume for the time window you want to analyze.
- Set shift hours directly, or provide start and end times.
- Add break minutes, agent count, and a realistic utilization percent.
- If relevant, include automation reduction and reopen/rework rate.
- Press Submit to see results above the form, then export reports.
Operational meaning of tickets per hour
Tickets per hour (TPH) turns daily support activity into one comparable rate. Ecommerce teams often use TPH to balance staffing across email, chat, and marketplace cases. When volumes spike during campaigns, comparing today’s TPH with a weekly baseline highlights whether the queue is growing or shrinking. A stable operation typically tracks both team TPH and per‑agent TPH to spot coaching needs without ignoring demand swings. Track TPH alongside CSAT to avoid speed-over-quality tradeoffs. This view supports coaching and forecasting.
Using effective agent-hours, not clock-hours
Raw hours can mislead because agents do not work every minute on tickets. This calculator converts shift time into effective agent-hours by subtracting breaks and applying a utilization factor for meetings, QA reviews, and admin tasks. For example, 6 agents on an 8‑hour shift with 45 minutes break and 85% utilization deliver 6 × (8 − 0.75) × 0.85 = 36.98 effective hours. TPH becomes realistic and planning-friendly.
Accounting for automation and rework
Automation changes how much human capacity is required. If 20% of incoming tickets are auto-resolved, the manual workload is 80% of volume. Rework, such as reopenings or follow-up contacts, pushes workload upward. A 10% reopen rate means every 100 tickets can create 110 touches. Combining both effects helps compare channels: chat may show lower rework, while email may carry higher follow-ups. Use the adjusted TPH for fair benchmarking.
Connecting TPH to SLAs and customer experience
Service levels depend on capacity versus arrivals. If arrivals exceed manual capacity, response times rise even when agents work hard. Many teams set a target TPH per agent for each channel and then monitor variance during peak hours. When your calculated TPH falls below target, the gap indicates how many extra effective hours are needed. Closing a 15‑ticket/hour shortfall over a 4‑hour peak requires roughly 60 additional ticket touches of capacity.
Turning results into staffing and scheduling actions
Once you know your adjusted TPH, you can forecast staffing by rearranging the same formula. Divide expected manual ticket volume by your target TPH to estimate required effective hours, then convert to agents by shift length and utilization. Track results by daypart to schedule more coverage when orders, returns, and delivery queries surge. Keeping a small buffer, such as 10–15%, protects against outages, promotions, and carrier delays without overstaffing.
FAQs
What does Tickets Per Hour measure?
It measures how many ticket touches are completed each effective hour. The calculator adjusts for breaks, utilization, automation, and reopenings so the rate reflects real capacity, not just clock time.
How is utilization used in the calculation?
Utilization reduces available time for ticket work. If utilization is 85%, only 85% of post-break shift time counts as effective work time, accounting for meetings, coaching, QA, and administrative tasks.
How are overnight shifts handled?
If the end time is earlier than the start time, the calculator assumes the shift crosses midnight and adds 24 hours before calculating total shift duration.
Should I include automation percentage?
Yes, when tickets are partially or fully handled by rules, bots, or self‑service. Automation reduces the manual volume, giving a more accurate human throughput rate for staffing decisions.
What if agents have different shift lengths?
Run the calculator for each shift group separately and compare results. For mixed schedules, use weighted averages based on agent counts and shift hours, or calculate per‑group TPH and sum capacities.
How can I use results for staffing?
Estimate required agents by dividing expected adjusted tickets by target per‑agent TPH times effective hours per agent. Add a small buffer for volatility, especially during promotions and delivery disruptions.