Range covered
The available time covers the full planning range. Spread the sample across people, shifts, ticket types, and known problem queues.
Plan the monthly review Support quality planning
How many support tickets should your team review?
Use ticket volume, risk, team stage, and reviewer time to plan a weekly QA sample. The planner estimates workload. It does not calculate statistical confidence or guarantee that every issue will be found.
Inputs4
Volume, risk, team stage, and reviewer time.
Review time8 min
A planning estimate for checking one ticket and leaving a short note.
Data savedNone
The calculation stays in your browser tab.
Weekly review plan
Start with the review time you actually have.
The planner suggests a weekly range and checks whether it fits the time available. Review known incidents and urgent exceptions separately under your existing rules.
Your numbers stay in this browser tab. This tool does not save them.
Planning assumptions
The range changes with risk and ramp stage.
Steady standard work uses a 3% to 5% range. Ramping or elevated-risk work uses a wider range, up to 8% to 12% when both apply.
These percentages are OutsourcedU's planning assumptions, not industry benchmarks. The tool does not calculate confidence, margin of error, defect-detection odds, compliance, customer satisfaction, or agent performance.
Contract terms, service levels, regulatory duties, and incident-review rules take priority over this planning range.
- Enter the number of support tickets or cases closed in a normal week.
- Choose the ticket risk and whether the support team is ramping or steady.
- Enter the weekly time that a named reviewer actually has for QA.
- Use the range to plan routine samples, then review urgent exceptions under their own rules.
Three time bands
The tool checks the range against reviewer capacity.
If the available time falls short, review fewer routine tickets or set aside more time. Do not assume the unchecked tickets are safe.
Lower end covered
The available time covers the smaller target but not the full range. Start with required exceptions and tickets handled by new agents, then rotate through routine queues.
Check manager capacityReview-time gap
The available time falls below the planning range. Review urgent exceptions first, then set aside more time or reduce the number of routine tickets you check.
Plan the support workChoose the tickets
Do not fill the sample with easy recent work.
Start with required exception reviews. Then rotate the routine sample across the people, ticket types, shifts, and repeat problems in the queue.
Cover each rep
Spread routine reviews across the people handling the queue instead of checking one person repeatedly.
Mix ticket types
Include common questions, difficult threads, slow cases, and the categories that create repeat work.
Check every shift
Rotate the sample across operating windows when different shifts or handoffs can change the answer.
Review exceptions first
Pull escalations, complaints, refunds, policy exceptions, security events, and failed interactions when the normal rules require it.
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Use OutsourcedU to write the role, SOPs, onboarding steps, and weekly review before you hire more people.