Workforce Engagement Management

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

Hello @Shirley Harbers,

The December release was a first step into Capacity Planning with Monthly Staffing Requirements using an existing ABM Forecast.  You can find a video and information here: https://help.mypurecloud.com/articles/navigate-the-staffing-requirements-page/

The full Capacity Planning feature which will include the list below, is estimated to be released at the end of Q2

• Weekly Requirements using an existing ABM Forecast
• Weekly Planned FTE to include:
  • Attrition
  • Shrinkage
  • Hiring
• Calculations to compare Weekly Required to Planned FTE to produce a weekly Over or Under FTE 

I hope that helps to clarify things for you.  Let me know if you have additional questions.

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 Belinda

I've been doing the research and reading lots online.  I think this may come in the capacity planning section later but is there a way to produce a schedule based on a main forecast today?  I don't see the option and perhaps that is the next phase?  What is the main purpose of the main then?  Just to see the trending and what may come but we can't use it anywhere yet to predict?

As always

Thanks

Shirley

Hello @Shirley Harbers,

The December release was a first step into Capacity Planning with Monthly Staffing Requirements using an existing ABM Forecast.  You can find a video and information here: https://help.mypurecloud.com/articles/navigate-the-staffing-requirements-page/

The full Capacity Planning feature which will include the list below, is estimated to be released at the end of Q2

• Weekly Requirements using an existing ABM Forecast
• Weekly Planned FTE to include:
  • Attrition
  • Shrinkage
  • Hiring
• Calculations to compare Weekly Required to Planned FTE to produce a weekly Over or Under FTE 

I hope that helps to clarify things for you.  Let me know if you have additional questions.

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