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The Headcount tab is a live what-if model. Drag the sliders, watch the breach date and the cost shift. The same maths drives Horizon’s capacity card and the Capacity headroom signal on the Watchlist.

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The six inputs

SliderRangeWhat it controls
Weekly ticket volume100-3,000Today’s inbound rate.
Weekly growth rate0-30%How fast volume is growing per week.
AI deflection rate0-90%Share resolved without human touch.
Current agents1-20Headcount on the line.
Target utilisation cap65-90%The ceiling you don’t want to cross. 80% is a sensible default.
Annual salary (new hire)£20k - £100kUsed to compute fully-loaded cost.
Defaults seed from your current workspace numbers, so you start from your real state.

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The four outputs

What it tells you
Breach dateWhen team capacity will be exceeded at the current trajectory.
Hire by8 weeks before breach, the lead time to source, sign, and ramp a new agent.
Monthly costSalary × 1.25 / 12. (The 1.25 covers benefits + tax + tools.)
Annual costSalary × 1.25, fully loaded.
If volume isn’t growing, the breach date returns “no breach” and capacity is treated as stable.

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The 28-week chart

Three lines projected forward 28 weeks:
  • Volume (blue), tickets that will hit human queue, deflection-adjusted.
  • Current capacity (red dashed), what the existing team can handle at target utilisation.
  • +1 hire capacity (green dashed), the same line if you add one agent today.
Two vertical markers: a black dashed Hire by line and a red dashed Breach line. The instant the volume line crosses Breach, you’re past target utilisation and CSAT starts degrading downstream.

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The AI Business Case

Below the chart, Generate case produces a board-ready, three-paragraph argument for the hire. It uses the exact numbers from your sliders, current state, breach week, hire-by week, cost, and argues the cost of not hiring. Plain prose, no bullets. Copy-button ready. Voice is the standard Forepost voice, direct, sharp, named numbers.

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When the case won’t generate

Same gate as everything else AI-driven: workspace below the completeness threshold → templated refusal, no Anthropic call. Fill in the missing fields in Settings, then come back.

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How the maths works

Documented separately in Capacity model. The short version: target utilisation × per-agent throughput × team size = team cap. Project forward against deflection-adjusted volume. The crossover is the breach date.