Optimized vs. Baseline Capacity Plan

During the creation of a capacity plan, we use an optimization engine that runs multiple iterations. The engine tries to find the best number of agents per hour for the requested input in a way that satisfies your service level agreement targets. For a single capacity plan, we usually run several thousands of iterations in minutes. This optimization process has a one-hour time limit per job profile.

In some situations, the iterations we’re running for a profile exceed this one-hour limit. In that situation, we aren't able to complete the optimization process for the profile, so we return the best possible solution found until this point. We call the returned plan a baseline capacity plan.