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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.
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Example
Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
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| Term | Definition |
|---|---|
| Service Territory | Service territory represents the location of your contact center or a functional grouping of agents. You select a service territory when you create a workload history. If you create a forecast or capacity plan, it references that service territory. |
| Job Profile | A job profile represents the expertise needed for the work. In an Omni-Channel queue-based routing workflow, you map a job profile to queues. If you're using a Non-Omni workflow, your job profiles define the skill requirements for your shifts. |
| Shrinkage | The percentage of time that an agent doesn’t work during a shift. Shrinkage represents time for breaks, lunch, training, or meetings. A unique shrinkage percentage is set for each job profile that’s added to a capacity plan. |
| Work Units | A measurement of time and effort spent doing work. A work unit maximum is set per job profile. For example, if the maximum is five, a case is two work units, and a chat is one work unit, the following are possible for this job profile: Five chats at the same time. Two cases and one chat at the same time. Or one case and three chats at a time. |
| Average Handle Time | The average length of time it takes for a customer and agent interaction, per job profile. If your workload history includes average handle times, we use those times in building a capacity plan. In a non-Omni workflow, if your workload history lacks average handle times, we use the default average handle times that you specify for each channel-skill-custom combination. |
| Service Level Agreement | A KPI driven from the upper level of business, such as the percentage of cases that you want your team to answer in a certain amount of time, regardless of channel. Create a service level agreement for each job profile. The higher your service level agreement percentage, the more agents you want to staff. |
| Service Resource | A contact center agent who is available to be scheduled. Each service resource is mapped to a Salesforce user. Each user has one service resource record of type agent. |
| Sync | A checkbox that indicates whether a channel is synchronous or asynchronous. A synchronous channel is a live interaction, like a phone call. An asynchronous channel is an interaction that starts and stops several times before the case is closed. For example, it can take several days to close out an email interaction with a customer because of the pause as each party replies to the email thread. The more synchronous channels in your capacity plan, the more shifts you're advised to schedule. |
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