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Create a Capacity Plan

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

Required Editions

Complete the Admin Checklist for Capacity Plan Setup

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
  1. From the App Launcher, open Intelligent Forecast and create an Intelligent Forecast. Or select a Forecast and click Add Capacity Plan.
  2. In the Capacity Plan page, specify these details:
    • Enter a unique identifier in the Name field.
    • Provide context in the Description field (optional).
    The forecast is automatically populated and the selected forecast determines the start and end dates, and users can adjust if required.
  3. Click Next.
  4. On the Choose Queues for this Capacity Plan page, select one or more queues to include. Each queue must be mapped to a job profile. If a queue isn't mapped, click Map to Job Profile and assign a job profile to the queue. See create job profile.
  5. Click Next.
  6. The selected queues are validated and associated job profiles. If the validation fails, an error message identifies the issue and provides a link to the related configuration. Click Go to Shift Template. To create a shift template, see create shift template.
  7. Click Finish.
    The capacity plan is generated.