View results of capacity plans

As a planner, you can view your capacity plan results weekly to see whether each planning group is adequately staffed within the business unit.

[管理]をクリックします。
Under Workforce Management, click Capacity Plans.
In the upper right corner, select the business unit for which you want to view the capacity plans.
The list of previously created capacity plans are displayed. You can select a capacity plan from this list to view or perform one of the following:
- Search for a capacity plan by typing the name in the search box and from the search results, click the capacity plan to view.
- Filter on a timeframe using one of the following options and then in the search results, click the capacity plan to view.
  Note: The filter defaults to the future end date timeframe.
  - Future End Date: View all capacity plans that have an end date in the future.
  - Anytime: View all capacity plans with any start or end date.
  - Contains: To view all capacity plans that contain a date, manually enter a date or select a date from the calendar. For more information, see Manage capacity plans.
- Create new capacity plan and view the corresponding results. For more information, see Create a capacity plan.

Once you click the capacity plan link, the business unit level results of the capacity plan is displayed.

Business unit level results

Over/under by Week section: Displays a bar chart showing weekly full time equivalent (FTE) surplus or shortage for the business unit. You can hover over a week to see a tooltip with that week’s Over/Under FTE, Required FTE, and Planned FTE details.
The Staffing Summary section displays the following details:
- Over/Under: Displays the same values that are in the bar chart. Over/Under FTE = Planned FTE – Required FTE.
- Required FTE: Indicates the FTE required for the week to meet the service performance goal, including shrinkage.
- Planned FTE: Indicates the projected FTE available to support the planning groups. For more information, see the following staffing inputs summary calculation.
The Staffing Inputs Summary section displays the following details:
- Starting FTE: Indicates the FTE available at the start of the week. For the first week of the capacity plan, this value is derived from the values entered when creating the plan. For more information, see Create a new capacity plan. For subsequent weeks, the starting FTE is based on the previous week’s planned FTE.
- Attrition %: Indicates the weekly attrition rate. This value is based on the inputs provided when creating a capacity plan. For more information, see Create a new capacity plan.
- Attrition FTE: Indicates the number of FTE expected to leave that week. Attrition FTE = Starting FTE * Attrition %.
- New Hires FTE: Indicates the FTE of new hires who completed training and are scheduled to start handling interactions during the specified week. This is a manual entry via modifications.
- Planned FTE: Indicates the projected FTE available to support the planning groups. Planned FTE = Starting FTE – Attrition FTE + New Hire FTE.
- Shrinkage %: Indicates the total shrinkage percentage for the week. This value is derived from the inputs entered during the creation of a new capacity plan. For more information, see Create a new capacity plan.
- Shrinkage FTE: Indicates the total shrinkage FTE for the week. Shrinkage FTE = Planned FTE * Shrinkage %.
- Net FTE: Indicates the productive FTE for the week once shrinkage has been applied. Net FTE = Planned FTE – Shrinkage FTE.

Staffing group and planning group association level results

Over/under by Week section: Displays a bar chart showing weekly FTE surplus or shortage for the planning groups in the selected staffing association group. You can hover over a week to see a tooltip with that week’s Over/Under FTE, Required FTE and Planned FTE details.
The Over/Under section displays the following details:
- Collapsed view of Over/Under FTE by PG: Displays weekly FTE surplus or shortage for the planning group. Over/Under FTE = PG level Planned FTE – PG level Required FTE.
  Note: The sum of all planning groups will match the values in the chart above.
- Expand each PG to view more details:
  - Required FTE: Indicates the FTE required for that PG to meet the service performance goal, including shrinkage.
  - Planned FTE: Indicates the projected FTE available to support the planning group. For more information, see the following staffing inputs calculation.
The Staffing Inputs section displays the following details:
- Collapsed view of the Starting FTE of each Staffing Group: Indicates the FTE available at the start of the week. For the first week of the capacity plan, this value is derived from the values entered when creating the plan. For more information, see Create a new capacity plan. For subsequent weeks, the starting FTE is the previous week’s planned FTE.
- Each Staffing Group can be expanded to view these additional metrics:
  - Attrition %: Indicates the weekly attrition rate. This value is derived from the inputs provided when creating a capacity plan. For more information, see Create a new capacity plan.
  - Attrition FTE: Indicates the number of FTE expected to leave that week. Attrition FTE = Starting FTE * Attrition %.
  - New Hires FTE: Indicates the FTE of new hires who completed training and are scheduled to start handling interactions during the specified week. This is a manual entry made via modifications.
  - Planned FTE: Indicates the projected FTE available to support the planning groups. Planned FTE = Starting FTE – Attrition FTE + New Hire FTE. Expand the Planned FTE and view the amount of planned FTE from the staffing group allocated to each planning group that it supports.
  - Shrinkage %: Indicates the total shrinkage percentage for the week. This value is derived from the inputs entered during the creation of a new capacity plan. For more information, see Create a new capacity plan.
  - Shrinkage FTE: Indicates the total shrinkage FTE for the week. Shrinkage FTE = Planned FTE * Shrinkage %.
  - Net FTE: Indicates the productive FTE for the week once shrinkage has been applied. Net FTE = Planned FTE – Shrinkage FTE.

At any point, you can modify the inputs and view updated results of the capacity plan. For more information, see Modify a capacity plan.