Create and manage capacity planning

Capacity planning ensures you have the right number of customer service representatives (service representatives or representatives) available at the right time. It lets you forecast staffing needs at different levels of detail to align workforce capacity with the expected service demand.

You can plan capacity in the following ways:

• Short-term planning: Forecast staffing needs 15-minute intervals for up to six weeks with allowance for real-time adjustments.
• Long-term planning: Plan daily staffing requirements for up to six months to support strategic workforce decisions.
• Scenario analysis: Model different workload scenarios to assess the impact of changes in demand.
• Data slicing: View staffing projections by specific channels and queues for insights.

Prerequisites

Your administrator installed the Workforce Management for Customer Service package in the Power Platform admin center app and then enabled the feature in Copilot Service admin center.

Create a capacity plan

1. In the site map of Copilot Service workspace, select Capacity planning in Workforce Management. The Active Capacity Plans page appears.
2. Select New, and the select either Short-term or Long-term from the dropdown menu. The New Capacity Plan page appears.
3. On the Details card, fill in the Name, and then search for the Forecast Scenario you want to use.
4. On the Configuration parameters card, fill in the following details:
   • Service Level (%): The percentage of the conversations needed to meet the target answer time. For example, if you set your required service level percentage to 80 and your target answer time to 77, it indicates that you want 80 percent of your conversations to be answered in 77 seconds or less.
   • Shrinkage: The percentage of time service representatives are unavailable to handle conversations during their shifts. This percentage accounts for time spent on breaks or other activities that take them away from handling cases and conversations. If you increase this number, the percentage of time that the service representatives are unavailable goes up, which means you would need more service representatives to meet the service-level agreement.
   • Target Answer Time (Seconds): The number of seconds in which you want your service representatives to answer their conversations.
   • Concurrency (#): The number of simultaneous interactions per service representative. For voice calls, this value should be set to one. For chats and messaging channels, this value can be set as desired.
5. On the Forecast run schedule card, make sure the toggle for Auto-extension is set to Yes.

Note

You can have up to 10 forecast scenarios with Auto-extension enabled. 6. Select Save.

View your capacity plans

1. In the site map of Copilot Service workspace, select Capacity planning in Workforce Management. The Active Forecast Scenarios dashboard appears.
2. Select the plan you want to view from the list, and then select the Reports tab.

Data filters and visualizations

When you open a report, the following filters and visualizations are available:

• Duration: Allows you to enter the date range or use the sliders to set the dates.
• Intervals: Select the Daily, Weekly, or Monthly view.
• Channel: Select one or more channels for which you want data displayed.
• Queue: Select one or more queues for which you want data displayed.

In the Capacity Plan Output section, Detailed view, you can filter the data in the following ways:

• All: Displays the capacity numbers across all channels and queues.
• Channel: Displays the capacity numbers, sliced by each channel.
• Queue: Displays the capacity numbers, sliced by each queue.

You can use the drill up and down buttons to drill to specific levels in the hierarchy.