Evening coverage
Eight hours on five days, 10 arrivals per busy hour and four minutes of work per arrival.
Coverage
YOUR WORKING TOOL
Plan your coverage
Estimate weekly staffing needs from your actual coverage requirement.
TRY A WORKED SCENARIO
Start with an example
Fictional inputs, explained below. Loading an example replaces the form. Your edits stay in this tab.
Always open, uneven demand
One seat covers the calendar, but 20 arrivals at four minutes each overload its busy-hour capacity.
A launch with two seats
Two people at once, 12 hours per day, six days per week; include a 25% allowance for other work.
WORKING RESULT
Your scenario
Adjust the inputs to see your result. The method and assumptions are described below.
No account connection. No messages sent. Your inputs are processed in this tab.
PEOPLE & PLANNING
The coverage desk
Make the rota work in the inbox. Capacity, time zones and the moments between shifts.
Explore the blogCapacity planning
Inbox coverage vs capacity: why a full rota can still leave a queue
Calculate peak-hour workload separately from opening hours so your chatting rota accounts for breaks, review time and bursts of incoming work.
International teams
Planning chat shifts across time zones and daylight-saving changes
Build a rota with named time zones, explicit handover ownership and transition checks so international inbox coverage does not depend on fixed offsets.
Handover quality
A chat shift handover audit: find the work that falls between owners
Audit a small sample of shift transitions using task ownership, timestamps and next actions to find repeated replies, missed work and unclear escalation.