Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..
Required Editions
| Supported Editions for Workforce Engagement Management |
| User Permissions Needed | |
|---|---|
| To view, create, and edit workload histories and intelligent forecasts, and to view and create capacity plans: | Workforce Engagement Analyst |
| To view and create capacity plans, and to create shifts from a capacity plan: | Workforce Engagement Planner |
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.
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.
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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.
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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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Create a Capacity Plan: Create a short-term capacity plan to predict how many shifts you need to provide coverage.
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Export Your Capacity Plan:Export your capacity plan as a CSV file.
- 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 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.