Capacity Plans

Learn about Short-term Plan

The dashboard shows the estimated number of reps needed, available staff, and assigned shifts for the time frame defined in the short-term plan.

• Staff Required

  The total number of staff required for the forecasted workload by job profile and service territory. When the number of job profiles increases, Staff Required increases. That’s because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, an increase in job profiles can result in a jump in the number of staff required.

• Staff Available

  The number of agents that you need to cover forecasted demand based on shift duration, job profile, and service territory. When you create a capacity plan, you define a default shift duration for each job profile. Workforce Engagement calculates Staff Available for the time period as the total unassigned shift hours that match the job profile and service territory divided by the profile’s default shift duration. For example, given an unassigned 16-hour shift and a default shift duration of 8 hours for a profile, Workforce Engagement predicts that you need 2 staff available.

• Staff Assigned

  The number of agents assigned to cover forecasted demand based on shift duration, job profile, and service territory. Staff Assigned uses the same calculation as Staff Available; it looks at existing shifts and divides the total hours by the default shift duration. However, Staff Assigned only considers shifts that have a status of Assigned or Confirmed.

• Gap

  The difference between Staff Required and Staff Available.

A short-term plan helps you to identify where and when to create more shifts. You can create shifts by hand or with templates. Or Workforce Engagemen can add shifts directly from a plan using the Create Shifts button.

Dashboard Considerations

The data breakdown includes a row for each time interval even if there are no required, available, or assigned staff or FTEs predicted for that interval. Each interval has one or more rows according to the number of shift templates for the interval. In addition, there’s a row for each shift in the interval without a template.

• Admin Checklist for Capacity Plan Setup: Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni-Channel workflow.

• Capacity Plan Glossary: To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps.

• Create a Capacity Plan: Create a short-term capacity plan to predict how many shifts you need to provide coverage.

• Export Your Capacity Plan:Export your capacity plan as a CSV file.