Shrinkage Calculator for IT Service Desk
If you need 12 agents available, how many should you have on staff?
Shrinkage
30.0%
Net Capacity
70.0%
Headcount
72
You need 72 agents to keep 50 available, with 22 extra to cover shrinkage.
Your shrinkage is within the typical industry range of 25โ35%.
Shrinkage categories
Adjust each category as a percentage of total paid time
Add custom category
Shrinkage breakdown
Live view of which categories contribute most to total shrinkage
Set a category above 0% to view the breakdown chart.
Capacity split
Available time vs shrinkage
Headcount mix
Coverage target vs added agents for shrinkage
Headcount chart is unavailable when shrinkage is 100% or higher.
Frequently asked questions
How does IT service desk shrinkage differ from contact centers?
IT desks often have higher training shrinkage due to certifications and technology changes, but similar overall patterns.
What's typical IT help desk shrinkage?
Usually 25โ35%, with training and admin being larger contributors than in general contact centers.
Should I include on-call time?
On-call time where agents aren't actively working tickets can be considered productive capacity or shrinkage depending on your model.
Turn this into a real schedule
Use Soon to build optimized schedules that account for shrinkage automatically.
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IT Service Desk Shrinkage Report
Staffing Shrinkage Calculator
Soon
Required Coverage
50
Total Shrinkage
30.0%
Net Capacity
70.0%
Required Headcount
72
Extra Needed
22
Capacity & Headcount Overview
Visual split of availability vs overhead
Capacity Split
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Headcount Mix
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Category Breakdown
Relative contribution of each shrinkage category
No active categories. Set a category above 0% to populate chart data.