Set up capacity planning

To have the right number of customer service representatives (service representatives or representatives) available at the right time is critical to deliver exceptional customer service while optimizing costs. With capacity planning, you can forecast staffing requirements based on historical and expected demand. This feature helps you maintain service levels without over or understaffing.

Capacity planning helps supervisors model different demand scenarios based on forecasted volumes and analyze staffing needs by channel and queue. Whether you're planning for the next few weeks or months ahead, capacity planning provides the visibility and flexibility needed to help you make informed staffing decisions.

Prerequisites

Complete the steps in Set up user management.

Enable capacity planning

1. In the site map of the Copilot Service admin center app, go to Operations, and then select Workforce management. The Workforce management page appears.
2. In Forecasting, select Manage next to Capacity planning.
3. On the Capacity planning page, set the Enable capacity planning toggle to On.
4. Select Save and Close.