What do I need to use Support Staffing Model?

Contacts per hour; The SLA; Shrinkage.

Is Support Staffing Model free to use?

Yes — run it free in the browser playground (no API key needed for the sponsored trial, or bring any provider key), or install it into Claude Code, Cursor, ChatGPT and more via npx pm-claude-skills. MIT-licensed and open source.

Support Staffing Model

Q: How do I know the Support Staffing Model output is good?

The skill verifies itself against its own quality checks: Numbers come from the script's Erlang C computation, quoted — never estimated in prose; Shrinkage is applied and its value stated; a 0% shrinkage plan is flagged as fiction; Occupancy appears next to every scenario, with the >90% burnout warning where it triggers; Peak-hour arrivals were used, or the answer says "daily average used — peaks will breach".

🔵 Stable🕐 updated 2026-07-08 🔷 SkillSpec L3 ⚙ ships an executable helper pm-calculators

How many support agents does the queue actually need — Erlang C, computed, not 'tickets per agent' folklore. Use when staffing a support/CS team, defending headcount, or checking whether an SLA is mathematically possible with the current roster. Produces agent counts across load scenarios (with shrinkage), occupancy and average-wait numbers, and a real .xlsx — via the bundled zero-dependency script.

▶ Run it free — no key needed 📝 Grade your existing draft View SKILL.md ↗

What to give it

▸Contacts per hour — (peak hour, not daily average — queues die at peaks) and average handle time in minutes.

▸The SLA — "X% answered within Y seconds/minutes". If none exists, propose one before staffing to it.

▸Shrinkage — the fraction of paid time agents aren't available (meetings, breaks, training). Teams that skip this understaff by 30-40%; default 0.3.

✅ The bar it holds itself to

Every skill in this library self-verifies — these are this skill's own quality checks, straight from its definition.

✓Numbers come from the script's Erlang C computation, quoted — never estimated in prose

✓Shrinkage is applied and its value stated; a 0% shrinkage plan is flagged as fiction

✓Occupancy appears next to every scenario, with the >90% burnout warning where it triggers

✓Peak-hour arrivals were used, or the answer says "daily average used — peaks will breach"

✓The M/M/c floor-not-ceiling caveat is present

⚠️ What it refuses to do

Do not staff to average load — the queue's whole cruelty lives in the peaks

Do not present on-queue count as headcount — shrinkage is the difference between a model and a roster

Do not chase 99% SLAs without showing the cost curve — the last few points of service level are where budgets go to die

Do not ignore occupancy because the SLA passes — attrition is a lagging indicator of this exact number

Do not use this for email/async queues with day-long SLAs without saying the model degrades — Erlang C is built for live channels

Install

npx pm-claude-skills add --agent claude   # or codex · cursor · gemini · hermes
# or one-line MCP (every skill, any client):
claude mcp add pm-skills -- npx -y pm-claude-skills-mcp

Related skills

🔌 Embed this skill

Drop this on your blog, docs, or site — it renders a "Run this skill" card:

<div data-pm-skill="support-staffing-model"></div>
<script src="https://mohitagw15856.github.io/pm-claude-skills/embed.js" async></script>

💬 Discussion

Support Staffing Model is one of 599 open-source professional AI agent skills — all SkillSpec L3. Try them all in the browser · ⭐ Star on GitHub · Browse the full catalog