Create a capacity plan

As a planner, you can create weekly level capacity plans for any business unit. Configure the planning groups to staffing groups associations before you create a capacity plan. For more information, see Add a staffing group.

To create a capacity plan, perform the following steps:

  1. 管理者をクリックします。 
  2. Under Workforce Management, click Capacity Plans.
  3. In the upper right corner, select the business unit for which you want to create the capacity plan. 
  4. Click Create Capacity Plan.
  5. In the Plan Name field, enter a plan name.
  6. (Optional) In the Plan Description field, enter a description.
  7. In the Forecast field, click Choose Forecast.
  8. The Choose Forecast dialog box appears. You can use the forecast week filter to view the forecasts that start that week. Select the forecast you want to use in the capacity plan from the list. Currently, you can select only an Automatic Best Method (ABM) forecast.
  9. クリック確認する。
  10. The Plan Start Date and Plan End Date fields are auto-populated based on the forecast start and end dates. You can select a new plan start or end date, but the dates must be within the forecast dates.
  11. The Duration Date field indicates the number of weeks in between the plan start date and end date. This field is auto-populated.
  12. クリック次。
  13. In the Full Time Equivalent (FTE) Definition (Hours/Week) field, select or manually enter the number of hours per week that a full time agent is scheduled to work. 
  14. In the Staffing Groups section, you can view the list of staffing groups that are associated with a planning group and are included in the capacity plan. Use the up and down arrows or manually enter values in the following fields. Hover over the metric and click on the right to apply the value to other staffing groups.
    • Headcount: This is a read-only metric. The value comes from the number of agents that are assigned to that staffing group.
    • Starting FTE: This is the FTE as of the first week of the capacity plan. Minimum value is zero and the cumulative FTE for all staffing groups cannot exceed the maximum number of agents allowed per business unit.
    • Weekly Attrition %: This is the base attrition rate, which can be modified by the week in the capacity plan. The minimum value is zero% and the maximum value is 100%.
    • Weekly Shrinkage %: This is the base shrinkage rate, which can be modified by the week in the capacity plan. The minimum value is zero% and the maximum value is 99%.
  15. 保存するをクリックします。 

メモ: 
  • At any point when creating the capacity plan, you can click Cancel without saving the progress and navigate back to the Capacity Plan view.
  • An error message is displayed when there are no planning groups in the business unit associated with a staffing group. Click View details to view additional information on the error. To set up the planning groups to staffing groups associations, click Go to Staffing Groups. The Capacity Plan setup is not saved and you need to create the capacity plan again once the planning group to staffing group associations are completed.
  • A warning message is displayed when there are planning groups in the business unit that are not associated with a staffing group. To view the list of the planning groups that are not associated, click the View details link. You can do one of the following:
    • Select a different forecast.
    • Return to the staffing group configuration and associate the planning groups to at least one staffing group.
    • Continue to create the Capacity Plan.
  • An error message is displayed when there are planning groups associated with a staffing group but are not included in the forecast. To view the details, click the View details link. After viewing the details, you can do one of the following:
    • Click Go to Staffing Groups and update the planning group to staffing group associations. The Capacity Plan setup is not saved and you need to restart the process once the associations are updated.
    • Close the dialog box and then select a new forecast that does not contain the planning groups.
  • Any planning groups that are not associated to a staffing group are excluded from the capacity plan.
  • Any planning groups that do not have a forecast are excluded from the capacity plan.

Once you click Save, the staffing requirements are generated, and the Capacity Plan Results view is displayed. For more information about the business unit results of the capacity plan, see View results of capacity plans.