Customer Support Service Capacity Assessment Form
Use this form to assess support workload, staffing, service levels, tools, escalation needs, and capacity gaps.
Support Overview
Organization or Team Name
*
Primary Support Function
*
Please Select
Customer Support
Technical Support
Billing Support
Order Support
Account Support
Other
Support Channels Handled
*
Email
Live Chat
Phone
Social Media
In-App
Help Desk
Other
Current Service Hours
*
Average Monthly Support Volume
*
Capacity and Staffing
Current support team size
*
Number of full-time agents
*
Number of part-time agents
Average tickets handled per agent
*
Please Select
Per day
Per week
Do you have enough capacity to meet current demand?
*
Strongly disagree
1
2
3
4
5
6
7
8
9
Strongly agree
10
1 is Strongly disagree, 10 is Strongly agree
Demand and Workload Assessment
Average ticket volume per day - Email
*
Average ticket volume per day - Phone
*
Average ticket volume per day - Chat
*
Peak-period ticket volume per day
*
Common issue categories
*
Account access
Billing and payments
Technical issue
Order or delivery status
Product information
Refunds or returns
Service outage
Other
Ticket complexity level
*
Low
Medium
High
Average first response time target
*
Hour Minutes
AM
PM
AM/PM Option
Average resolution time target
*
Hour Minutes
AM
PM
AM/PM Option
Workload pressure and backlog assessment
*
Low
1
2
3
4
5
6
7
8
9
High
10
1 is Low, 10 is High
Seasonal or campaign-driven demand patterns
Process, Tools, and Escalation
Support tools and platforms currently in use
*
Email
Phone
Live Chat
Help Desk Ticketing
CRM
Knowledge Base
Messaging Platform
Social Media
Other
Knowledge base available
*
Yes
No
In progress
Support aids in place
Macros
Canned responses
Troubleshooting scripts
Decision trees
Escalation playbooks
Other
Clear escalation path available
*
Yes
No
Partially
Current process bottlenecks and handoff issues
Slow handoffs
Unclear ownership
Tool fragmentation
Duplicate data entry
Missing context in transfers
Waiting on approvals
Specialist availability
Other
Process efficiency rating
*
Poor
1
2
3
4
5
6
7
8
9
Excellent
10
1 is Poor, 10 is Excellent
Capacity Gaps and Planning
Estimated capacity shortfall (%)
*
Addressing capacity gaps through
*
Hiring
Outsourcing
Automation
Process improvements
Schedule changes
Other
Proposed changes
Priority actions and planned improvements
*
Additional comments
Submit Assessment
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