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Create capacity plans using forecasts and scenarios in Connect Customer - Amazon Connect Customer
How to create a capacity plan

Create capacity plans using forecasts and scenarios in Connect Customer

Before you can create a capacity plan, you must create a planning scenario and publish the forecasts required for your plan type. Hiring plans require a published long-term forecast and a published short-term forecast. Scheduling plans require only a published short-term forecast. For more information, see Forecast requirements by plan type.

Connect Customer uses the forecasts and planning scenarios as inputs for creating the capacity plan. If you haven't yet created a forecast and planning scenario, see Getting started with forecasting and Create capacity planning scenarios in Connect Customer.

How to create a capacity plan

  1. Navigate to the Capacity Plans tab, and choose Generate Plan.

  2. For Plan type, choose the type of capacity plan to generate:

    • Choose Hiring plan for long-term FTE estimates focused on hiring requirements. This requires a forecast group with both published long-term and short-term forecasts.

    • Choose Scheduling plan for interval-level headcount requirements focused on scheduling and resource allocation. This requires a forecast group with a published short-term forecast only. The plan start and end dates must fall within the short-term forecast date range.

    For both plan types, you can enter a total shrinkage percentage in the Shrinkage field in the Scenario inputs section. For more information, see Create capacity planning scenarios.

  3. Provide the plan name, description, forecast group (which has the published forecasts required for your selected plan type), start/end date, and plan scenario. The following image shows example values for these fields.

    The Generate Plan page showing the Plan type tiles and example Plan inputs values.

  4. Choose Generate Capacity Plan.

  5. To quickly identify the plan that is in processing, choose Last Computed to sort the table list. In the following image, the status of the plan is In Progress.

    The Capacity Plans table showing the Plan Type and Status columns, with Status set to In Progress.

    It usually takes between 5-10 minutes for the plan to be generated. If the plan generation fails, check the forecasts for the selected forecast group, and then generate the capacity plan again. For Hiring plans, try publishing the selected long-term forecasts. For Scheduling plans, confirm that a short-term forecast is published and that it covers the plan date range.