CadenceWFM turns volume, AHT, and shrinkage into a required-headcount curve with real Erlang C math underneath — then keeps hiring, cost, PTO, and schedules moving in step with it.
Each one solves a problem that shows up the moment a plan has more than one channel, more than one cost model, or more than one country's holiday calendar.
Volume and AHT go in per interval; required FTE, occupancy, and ASA come out of the same Erlang C curve — so a service-level target actually means something.
Per FTE, per paid agent-hour, per handled contact, or per handle-minute — set per channel, editable week by week, and switchable on or off for the plan.
Annual entitlement spreads itself across the weeks with headroom to spare — never more than a channel can absorb. See it below.
Model a class's training weeks, throughput ramp, and req open date so a new hire lands productive right when the coverage curve needs them.
SARIMAX, ARIMA, ETS, and Theta run against your history — and check national holidays for the country you pick, so a long weekend doesn't blindside the forecast.
Shift start/end times and per-agent-day activity detail, exported for the horizon you're staffing — not a roster grid nobody asked for.
Each week's slots come from that channel's actual headroom — production minus requirement minus a buffer — spread across the days you're open. Book against it and it folds straight into shrinkage.
A single capacity plan holds as many accounts, lines of business, and channels as you run — each with its own volume, AHT, and staffing math, rolled up into one view.
Each client or business unit you plan capacity for.
The programs or product lines inside an account.
Voice, chat, email, outbound — each with its own curve.
CadenceWFM is in early access — free to try, changing every week, and built from feedback like yours. Create a login and the setup wizard has a plan running in a few minutes.