This is not a tutorial. It's a working hypothesis, and I’m throwing it here to stress-test it with those who’ve been building capacity models for years.

Let’s assume:

*I know the size of my client base (active, concurrent, potential)

*I know their propensity to call, broken by segment and intent

*Each intent has a defined AHT, and I can model customer patience (max wait time before abandonment)

*I can simulate temporal behavior, either random, or shaped by influence (ex: green queue = more likely to call)