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Create and manage capacity plans

Capacity planning helps you forecast staffing needs and ensure that the right number of customer service representatives (service representatives, representatives) is available at the right time. It aligns workforce capacity with expected service demand at different levels of detail.

You can plan capacity in the following ways:

  • Short-term planning: Forecast staffing needs in 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 demand changes.
  • Data slicing: View staffing projections by channel and queue.

Prerequisites

  • The Workforce Management for Customer Service package is installed.
  • Workforce management features are enabled 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 then 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 (%): Percentage of conversations that must meet the target answer time. For example, a service level of 80% with a target answer time of 77 seconds means that 80% of conversations must be answered within 77 seconds.
    • Shrinkage: Percentage of time representatives are unavailable to handle conversations (for example, breaks or other activities). Higher values require more representatives to meet service-level targets. 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): Number of seconds in which representatives should answer conversations.
    • Concurrency (#): The number of simultaneous interactions per representative. Set 1 for voice calls. For chat and messaging channels, set as needed.
  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: Select a date range or use the sliders to set the dates.
  • Intervals: Select Daily, Weekly, or Monthly.
  • 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: View capacity across all channels and queues.
  • Channel: View capacity by each channel.
  • Queue: View capacity by queue.

You can use the drill up and down buttons to drill to navigate the hierarchy.

Use a planning group with a capacity plan

When you create a capacity plan from a forecast scenario, the capacity plan automatically inherits the forecast scenario's planning group. The planning group keeps the capacity plan aligned with the forecast scenario's time zone, channels, and queues.

When you create a capacity plan from an uploaded forecast file, select the planning group manually.

Learn more in Use planning groups.

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