Working hours/month = 25 days × 8 hrs = 200 hrs.
Effective hours/staff = 200 × 90% = 180 hrs (10% rework buffer).
Capacity per staff = ⌊180 ÷ resolve-time⌋.
Total team capacity = staff × capacity per staff.
Backlog = max(incoming − total capacity, 0).

Monthly downtime loss = backlog × resolve-time × downtime cost/hr. Automation eliminates backlog, reclaiming this cost every month.

≤1,000 tickets/month → 50% efficiency gain
1,001–10,000 tickets/month → 40% efficiency gain
10,001+ tickets/month → 30% efficiency gain

Labour Saving = tier % × total annual staff cost.

Password resets, access requests consume agent time. Saving = repetitive % × annual staff cost.