orkaBlack Friday Support Forecast
Plan support coverage for Black Friday and Cyber Monday using expected orders, your historical ticket rate and the share of demand that lands on your busiest day.
Worked example
5,000 BFCM orders at 12 tickets per 100 orders imply 600 tickets. Across four days, that averages 150 a day. If 40% arrive on the busiest day, expect 240 that day. Seven minutes per ticket makes 28 hours of hands-on work on that day.
How the calculation works
Estimate tickets by multiplying expected campaign orders by your historical tickets per 100 orders and dividing by 100. Divide by the number of days for average daily volume. Multiply the total by the busiest day’s share for peak volume, then convert average hands-on minutes per ticket to agent hours.
Frequently asked questions
How can I estimate the busiest day’s share?
For a comparable past promotion, divide the highest single-day ticket count by tickets across the full support window. Use a longer window when shipping delays or returns generate a second wave.
How do I account for presale questions?
If your historical ticket count included presale conversations, the rate already reflects them. Otherwise forecast presale contacts separately and add their workload to your staffing plan.
How do I convert agent hours into a schedule?
Divide the workload by the productive support hours available in a shift. Account for breaks, shift overlap and the timing of ticket arrivals when assigning start times.