Review capacity plan output in Connect Customer
To review capacity plan output, choose the hyperlink for the plan you generated. The first half of the page summarizes the input you used in scenario and capacity plan generation.
The plan output shows a week-by-week or month-by-month calculation. To switch from weekly to monthly view, select Monthly from the dropdown, as shown in the following image.
Note
The following output description, screenshot, and metrics list apply to Hiring plans only. For Scheduling plan output, see Review Scheduling plan output.
Following is a description of the metrics in the plan output:
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Forecasting Inputs
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Forecasted Contact Volume: The total forecasted contact volume across the channels in your selected scenario's optimization targets.
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Forecasted Average Handling Time (AHT), seconds: The forecasted average handling time across the channels in your selected scenario's optimization targets.
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The forecasted contact volume and AHT in the plan output table reflects only the values from the selected forecast group. After there are newly published forecasts, consider re-running the capacity plan to reflect the latest published contact volume and AHT.
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Outputs
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Required FTEs (without Shrinkage): How many full-time equivalent agents need to be hired to meet the defined business goals (such as service level target), without considering shrinkage.
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Forecasted Occupancy %: How much occupancy is for the agents.
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Outputs with additional input
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Required FTEs (with Shrinkage): How many full-time equivalent agents needed to be hired to meet the defined business goals (such as service level target), with considering shrinkage.
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Available FTEs: How many agents are available for working that day. It can be uploaded in the Import data section.
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Metrics calculated from available FTE input
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Gap between available FTEs and required FTEs: The difference between available FTEs and required FTEs.
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Gap %: The percentage of the gap.
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Required OT %: if there is a supply deficit (required FTEs higher than available FTEs), required OT% indicates how much overtime would be needed to cover the deficit.
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Required VTO %: If there is a supply surplus (the number of required FTEs is lower than the available FTEs), required VTO % indicates how much voluntary time off could be used to lower the amount of agent idle time and thus lower costs.
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Review Scheduling plan output
To review Scheduling plan output, open the plan from the Capacity Plans tab. The page shows two graphs and a data table for the date range you select. Data appears in 15-minute or 30-minute intervals. The interval size matches your short-term forecast settings.
Headcount requirements graph
The Headcount requirements graph shows how many agents you need at each interval. The x-axis shows time. The y-axis shows headcount.
The graph plots the following series:
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Required headcount
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Available headcount
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Net staffing
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Required headcount with shrinkage
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Net staffing with shrinkage
The graph includes a legend and tooltips. Point to a data point to view details. To show or hide series, use the Filter data control.
Optimization target performance graph
The Optimization target performance graph shows data for one channel at a time. To change the channel, use the Channel selector. You can choose Voice, Chat, Email, or Tasks.
The y-axis label changes based on the target type for that channel:
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Service level – Percentage
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Average Speed of Answer (ASA) – Average Speed of Answer
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Average Time to Complete (ATC) – Average Time to Complete
The graph plots three lines for the selected channel: the goal, the projected value, and the projected value with shrinkage. It includes a legend and tooltips. Use Filter data to show or hide series.
Date range filter
Use the Date range picker to choose which days appear in the graphs and table. The maximum range is 7 days. By default, the page shows 7 days starting from the plan start date. You can pick dates only within the plan start and end date range. Relative date options are not available.
Scheduling plan data
The Scheduling plan data table shows one row per interval (15 or 30 minutes). It includes the following columns:
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Date
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Time
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Contact volume
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Average handle time
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Required headcount
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Available headcount
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Net staffing
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Total shrinkage
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Required headcount with shrinkage
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Net staffing with shrinkage
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Forecasted occupancy
The table also shows columns for each channel. These include the service level goal, projected service level, and projected value with shrinkage. For ASA or ATC targets, it shows projected values. For Task and Email, it shows projected backlog.
To change the page size or show and hide channel columns (Voice, Chat, Email, Task), choose Preferences.
