Shifts
November 2026, Yerevan time
6days over the limit?Days when expected chats come to more than 10 chats per paid hour, or when chats are expected and nobody is on shift. Expected chats come from the same weekdays last month. Paid hours are shift hours minus breaks.
156hours below requirement?Support hours this month with fewer agents than the hour needs. An hour needs one agent per 7 expected chats, and at least 2 before 20:00 and 1 after. An agent counts when on shift for at least half the hour.
90hours with one agent?Support hours before 20:00 this month with only one agent on shift. An agent counts when on shift for at least half the hour.
1.7xbusiest vs quietest, chats per paid hour?Expected chats per paid hour for the busiest agent, divided by the same figure for the quietest. 1x is an even split. Paid hours are shift hours minus breaks.
Roster?The panel owns the schedule. Choose a day, then change it under Change the schedule.
| Agent | Sun1 | Mon2 | Tue3 | Wed4 | Thu5 | Fri6 | Sat7 | Sun8 | Mon9 | Tue10 | Wed11 | Thu12 | Fri13 | Sat14 | Sun15 | Mon16 | Tue17 | Wed18 | Thu19 | Fri20 | Sat21 | Sun22 | Mon23 | Tue24 | Wed25 | Thu26 | Fri27 | Sat28 | Sun29 | Mon30 | Shifts | Hours | Net |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Georgi Mkhitaryan | 08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | 15 | 180 | 158 |
| Elena Borovets | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
08 20 |
· | · | 08 20 |
15 | 180 | 158 |
| Temirlan Oraltai | · | 09 18 |
09 18 |
09 18 |
09 18 |
09 18 |
· | · | 09 18 |
09 18 |
09 18 |
09 18 |
09 18 |
· | · | 09 18 |
09 18 |
09 18 |
09 18 |
09 18 |
· | · | 09 18 |
09 18 |
09 18 |
09 18 |
09 18 |
· | · | 09 18 |
21 | 189 | 168 |
| Alexandr Paustyan | leave | leave | leave | leave | leave | leave | leave | leave | leave | leave | leave | · | · | 08 18:30 |
08 18:30 |
· | · | 08 18:30 |
08 18:30 |
· | · | 08 18:30 |
08 18:30 |
· | · | 08 18:30 |
08 18:30 |
· | · | 08 18:30 |
9 | 94 | 86 |
| Davit Matosyan | · | 12 21 |
12 21 |
12 21 |
12 21 |
12 21 |
· | · | 12 21 |
12 21 |
12 21 |
12 21 |
12 21 |
· | · | 12 21 |
12 21 |
12 21 |
12 21 |
12 21 |
· | · | 12 21 |
12 21 |
12 21 |
12 21 |
12 21 |
· | · | 12 21 |
21 | 189 | 168 |
| Expected chats | 113 | 181 | 192 | 213 | 190 | 193 | 124 | 113 | 181 | 192 | 213 | 190 | 193 | 124 | 113 | 181 | 192 | 213 | 190 | 193 | 124 | 113 | 181 | 192 | 213 | 190 | 193 | 124 | 113 | 181 | |||
| Capacity, chats | 74 | 186 | 186 | 186 | 186 | 186 | 74 | 74 | 186 | 186 | 186 | 186 | 186 | 140 | 140 | 186 | 186 | 252 | 252 | 186 | 74 | 140 | 252 | 186 | 186 | 252 | 252 | 74 | 74 | 252 | |||
| Load, % | 154 | 97 | 104 | 115 | 102 | 104 | 168 | 154 | 97 | 104 | 115 | 102 | 104 | 88 | 81 | 97 | 104 | 84 | 75 | 104 | 168 | 81 | 72 | 104 | 115 | 75 | 77 | 168 | 154 | 72 | |||
Load, % of comfortable capacity:up to 95above comfortabove 143
Tue 17.11
192 chats expected · capacity 186 · load 104%
Hour
08
09
10
11
12
13
14
15
16
17
18
19
20
Chats
Georgi Mkhitaryan
82
Elena Borovets
Day off
Temirlan Oraltai
59
Alexandr Paustyan
Day off
Davit Matosyan
52
Chats per hour
192
On shift / need
1/2
2/2
2/3
2/2
3/4
3/3
3/3
3/3
3/3
3/3
2/3
2/2
1/1
expected chatscomfortable capacity (7 per agent)limit (10 per agent)08-10 include chats that waited overnight.
Change the schedule
17.11
Absences
- Alexandr Paustyan: 2026-10-29 - 2026-11-11 · Annual leave
Base patterns
Alexandr Paustyan: 08:00-18:30, 2/2
Davit Matosyan: 12:00-21:00, weekdays
Elena Borovets: 08:00-20:00, 2/2
Georgi Mkhitaryan: 08:00-20:00, 2/2
Temirlan Oraltai: 09:00-18:00, weekdays
Requirements by weekday and hour?Needed = chats expected from last month, divided by comfortable capacity, with at least the minimum agents on shift. Only chats that reach a person count.
Agents on shift (month average) / agents needed.
| Day | 08 | 09 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Mon | 1.4/2 | 2.4/2 | 2.4/3 | 2.4/3 | 3.4/3 | 3.4/3 | 3.4/4 | 3.4/3 | 3.4/3 | 3.4/2 | 2.4/2 | 2.0/2 | 1.0/1 |
| Tue | 1.0/2 | 2.0/2 | 2.0/3 | 2.0/2 | 3.0/4 | 3.0/3 | 3.0/3 | 3.0/3 | 3.0/3 | 3.0/3 | 2.0/3 | 2.0/2 | 1.0/1 |
| Wed | 1.2/3 | 2.2/4 | 2.2/3 | 2.2/2 | 3.2/3 | 3.2/3 | 3.2/4 | 3.2/3 | 3.2/3 | 3.2/3 | 2.2/2 | 2.0/2 | 1.0/2 |
| Thu | 1.5/3 | 2.5/3 | 2.5/2 | 2.5/3 | 3.5/3 | 3.5/3 | 3.5/3 | 3.5/3 | 3.5/3 | 3.5/2 | 2.5/2 | 2.0/3 | 1.0/1 |
| Fri | 1.2/3 | 2.2/3 | 2.2/3 | 2.2/3 | 3.2/3 | 3.2/3 | 3.2/3 | 3.2/3 | 3.2/3 | 3.2/2 | 2.2/2 | 2.0/2 | 1.0/2 |
| Sat | 1.2/3 | 1.2/3 | 1.2/2 | 1.2/2 | 1.2/2 | 1.2/2 | 1.2/2 | 1.2/2 | 1.2/2 | 1.2/2 | 1.2/2 | 1.0/2 | |
| Sun | 1.4/3 | 1.4/3 | 1.4/2 | 1.4/2 | 1.4/2 | 1.4/2 | 1.4/2 | 1.4/2 | 1.4/2 | 1.4/2 | 1.4/2 | 1.0/2 |
Workload balance?Estimated from this roster and last month's chats. Real is chats per paid hour on days the agent replied.
| Agent | Shifts | Hours | Net hours | Chats, estimate | Chats per paid hour Estimate. Black mark: last month. Dashed: comfortable. | Real, this month | Real, last month |
|---|---|---|---|---|---|---|---|
| Georgi Mkhitaryan | 15 | 180 | 158 | 1,425 | 17.7 | 9.8 | |
| Elena Borovets | 15 | 180 | 158 | 1,078 | 8.4 | 6.7 | |
| Temirlan Oraltai | 21 | 189 | 168 | 1,115 | 6.2 | 6.4 | |
| Alexandr Paustyan | 9 | 94 | 86 | 463 | - | 5.9 | |
| Davit Matosyan | 21 | 189 | 168 | 1,037 | 5.9 | 6.6 |
Data through 03 Nov 2026 06:06 (Yerevan time).