Portfolio project · contact-centre operations, synthetic data

Outbound Campaign Staffing Simulator

Mailing calendar in, daily agent demand out — 500 working days ahead. Rebuilt from scratch to mirror the internal planning application I designed and deployed.

All rates, durations and campaign figures below are invented for this recreation. No employer or client data appears anywhere on this page. The structure is the work; the numbers are illustrative.

Campaign calendar

Inbound volume is spread uniformly across the operating day and across every working day in the period — no calling at weekends. Monthly volumes are divided by that month's working days.

Postal drops snap to the mailing house's weekly cycle — dispatch every Tuesday, landing the Friday of the following week; email drops land the same day. Create a client umbrella, then use + Add on its header to add drops inside. One-offs go under Other. Click a header to expand.

Model parameters — mortgage preset

Per attempt1st2nd3rd4th5th
Max agents available
The hard ceiling on what the floor can work in a day. Anything the queue can't absorb rolls over to the next working day and stacks behind that day's own demand.
served in order: inbound campaigns (contractual, real-time) → first calls → callbacks → inbound returns → 2nd–5th attempts
agents
= 65 h/day

Daily agent demand

Add a drop, then press Run simulation.
Results appear here.