Hi community

Wonder if someone can point me in the correct direction to capacity planning.  I think (and could be wrong) this would hopefully look at main forecast and then somehow produce a schedule and times where to put agents.  Am I correct in this assumption?  I am trying to catch up since the release in early December but am having a hard time trying to navigate where to start.  As always appreciate any direction.  I have been reading in the resource center but alas still confused.  I understand this may help in future scheduling with a "what if" mentality?

Thanks so much

Shirley

Hi Shirley, 

We are in the process of adding Capacity Planning features to WFM.  The first release called "Staffing Requirements" was rolled out at the end of 2024 and allows you to see the required staff by planning group up to 2 years in the future at the weekly level.

Here's a link to the resource center about staffing requirements:  

https://help.mypurecloud.com/articles/navigate-the-staffing-requirements-page/

We are also currently in development for a new feature called Capacity Planning which will provide more capability.  It will include staffing requirements, but also allow you to plan for your existing staff, new hires, shrinkage and attrition.  This release is targeted for the end of June 2025.  

I hope this helps but please let me know if you have any questions etc.

Thank you,

Chris Johnson

Hi community

Wonder if someone can point me in the correct direction to capacity planning.  I think (and could be wrong) this would hopefully look at main forecast and then somehow produce a schedule and times where to put agents.  Am I correct in this assumption?  I am trying to catch up since the release in early December but am having a hard time trying to navigate where to start.  As always appreciate any direction.  I have been reading in the resource center but alas still confused.  I understand this may help in future scheduling with a "what if" mentality?

Thanks so much

Shirley

This is some great information; I can wait to see this and utilize this new feature.  Thank you, 

Hi Shirley, 

We are in the process of adding Capacity Planning features to WFM.  The first release called "Staffing Requirements" was rolled out at the end of 2024 and allows you to see the required staff by planning group up to 2 years in the future at the weekly level.

Here's a link to the resource center about staffing requirements:  

https://help.mypurecloud.com/articles/navigate-the-staffing-requirements-page/

We are also currently in development for a new feature called Capacity Planning which will provide more capability.  It will include staffing requirements, but also allow you to plan for your existing staff, new hires, shrinkage and attrition.  This release is targeted for the end of June 2025.  

I hope this helps but please let me know if you have any questions etc.

Thank you,

Chris Johnson

Hi community

Wonder if someone can point me in the correct direction to capacity planning.  I think (and could be wrong) this would hopefully look at main forecast and then somehow produce a schedule and times where to put agents.  Am I correct in this assumption?  I am trying to catch up since the release in early December but am having a hard time trying to navigate where to start.  As always appreciate any direction.  I have been reading in the resource center but alas still confused.  I understand this may help in future scheduling with a "what if" mentality?

Thanks so much

Shirley

Hi community

Wonder if someone can point me in the correct direction to capacity planning.  I think (and could be wrong) this would hopefully look at main forecast and then somehow produce a schedule and times where to put agents.  Am I correct in this assumption?  I am trying to catch up since the release in early December but am having a hard time trying to navigate where to start.  As always appreciate any direction.  I have been reading in the resource center but alas still confused.  I understand this may help in future scheduling with a "what if" mentality?

Thanks so much

Shirley