Workforce Engagement Management

We're excited to announce the release of Monthly View in Capacity Planning!

With this enhancement, Capacity Planners can now analyze results at both the weekly and monthly level, making it easier to align long-term staffing strategies and produce executive-ready reporting.

This release delivers deeper visibility, enhanced workforce movement tracking, and improved data integrity safeguards.

🌟 What's New

🔄 Weekly / Monthly Toggle

A new toggle has been added to both:

• BU-level view

• PG/SG-level view

You can now seamlessly switch between Weekly and Monthly results.

   *Monthly view is read-only.  All modifications must continue to be made in Weekly view.

📊 Monthly View Highlights

📈 Chart Enhancements

• Chart will now display Over/Under by Month

• Chart tooltip includes:

  • Over/Under FTE for the Month
  • Required FTE for the Month
  • Planned FTE for the Month

🗂️ Monthly Grid Updates

The Monthly grid includes:

• New Monthly values

• Dashes displayed for partial months

• No hyperlinks or modification access (read-only)

➕ New Metrics (Weekly & Monthly)

Weekly View – New Metrics

Now available at BU and PG levels:

• Transfers FTE

• ET/UT FTE (Extra Time / Under Time)

Tooltips included for clarity.

Updated Weekly Calculations

• Planned FTE
  = Starting FTE - Attrition FTE + New Hires FTE + Transfers FTE + ET/UT FTE

• Starting FTE
  = Previous Week's Planned FTE - Previous Week's ET/UT FTE

🔁 Transfers Management (Weekly Only)

Transfers can now be added or modified through the Modifications Panel.

Key Capabilities:

• Permanent or Temporary transfers

• Source & Destination SG selection

• Swap icon for easy reversal

• Automatic cumulative calculation

• Transfer Details section showing:

  • All transfers in/out

  • Net transfer total

  • Expand/collapse option

Temporary transfers will automatically reverse at the end week.

⚠️ Intelligent Issue Detection

If Transfers or ET/UT entries cause negative Planned FTE, the system will:

• Highlight affected SGs

• Stop calculating Over/Under and allocation values

• Display dashes for impacted weeks

• Prevent chart display for affected periods

• Show a Capacity Plan Warning Banner

• Provide a View Details link to a new Capacity Plan Notifications panel

The Notifications panel includes:

• Issue name

• Staffing Group

• Impacted metric

• First week issue appeared

• Direct navigation link

📆 Monthly View – New Metrics

The Monthly view introduces executive-level rollups including:

• Average Over/Under FTE

• Average Required FTE

• Transfers FTE

• ET/UT FTE

• EOM Planned FTE

• Average Planned FTE

• Average Shrinkage %

• Average Shrinkage FTE

• Average Net FTE

All monthly calculations properly account for:

• Open days (based on Volume & AHT forecast)

• Crossover weeks

• Daily workload allocations

🎯 Business Impact

With Monthly View, planners can now:

• Deliver stakeholder-ready monthly reporting

• Analyze staffing health at strategic levels

• Accurately track Transfers and ET/UT adjustments

• Prevent planning errors with proactive issue alerts

• Align weekly operational adjustments with long-term capacity strategy

📅 Availability

Capacity Planning – Monthly View is available by region beginning Tuesday, February, 24th and will be enabled in all regions by Friday, February 27, 2026

No new or additional permissions are required.

#CapacityPlanning

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hi @Belinda Herrera, 

Would you be able to provide more detail around ET/UT metric and what a user scenario might be to utilise this? My thoughts are that perhaps ET is for overtime projections and perhpas UT would be for VTO projections. Could you use this as a way to model how much overtime you need or how much VTO to issue out?

Mike

We're excited to announce the release of Monthly View in Capacity Planning!

With this enhancement, Capacity Planners can now analyze results at both the weekly and monthly level, making it easier to align long-term staffing strategies and produce executive-ready reporting.

This release delivers deeper visibility, enhanced workforce movement tracking, and improved data integrity safeguards.

🌟 What's New

🔄 Weekly / Monthly Toggle

A new toggle has been added to both:

• BU-level view

• PG/SG-level view

You can now seamlessly switch between Weekly and Monthly results.

   *Monthly view is read-only.  All modifications must continue to be made in Weekly view.

📊 Monthly View Highlights

📈 Chart Enhancements

• Chart will now display Over/Under by Month

• Chart tooltip includes:

  • Over/Under FTE for the Month
  • Required FTE for the Month
  • Planned FTE for the Month

🗂️ Monthly Grid Updates

The Monthly grid includes:

• New Monthly values

• Dashes displayed for partial months

• No hyperlinks or modification access (read-only)

➕ New Metrics (Weekly & Monthly)

Weekly View – New Metrics

Now available at BU and PG levels:

• Transfers FTE

• ET/UT FTE (Extra Time / Under Time)

Tooltips included for clarity.

Updated Weekly Calculations

• Planned FTE
  = Starting FTE - Attrition FTE + New Hires FTE + Transfers FTE + ET/UT FTE

• Starting FTE
  = Previous Week's Planned FTE - Previous Week's ET/UT FTE

🔁 Transfers Management (Weekly Only)

Transfers can now be added or modified through the Modifications Panel.

Key Capabilities:

• Permanent or Temporary transfers

• Source & Destination SG selection

• Swap icon for easy reversal

• Automatic cumulative calculation

• Transfer Details section showing:

  • All transfers in/out

  • Net transfer total

  • Expand/collapse option

Temporary transfers will automatically reverse at the end week.

⚠️ Intelligent Issue Detection

If Transfers or ET/UT entries cause negative Planned FTE, the system will:

• Highlight affected SGs

• Stop calculating Over/Under and allocation values

• Display dashes for impacted weeks

• Prevent chart display for affected periods

• Show a Capacity Plan Warning Banner

• Provide a View Details link to a new Capacity Plan Notifications panel

The Notifications panel includes:

• Issue name

• Staffing Group

• Impacted metric

• First week issue appeared

• Direct navigation link

📆 Monthly View – New Metrics

The Monthly view introduces executive-level rollups including:

• Average Over/Under FTE

• Average Required FTE

• Transfers FTE

• ET/UT FTE

• EOM Planned FTE

• Average Planned FTE

• Average Shrinkage %

• Average Shrinkage FTE

• Average Net FTE

All monthly calculations properly account for:

• Open days (based on Volume & AHT forecast)

• Crossover weeks

• Daily workload allocations

🎯 Business Impact

With Monthly View, planners can now:

• Deliver stakeholder-ready monthly reporting

• Analyze staffing health at strategic levels

• Accurately track Transfers and ET/UT adjustments

• Prevent planning errors with proactive issue alerts

• Align weekly operational adjustments with long-term capacity strategy

📅 Availability

Capacity Planning – Monthly View is available by region beginning Tuesday, February, 24th and will be enabled in all regions by Friday, February 27, 2026

No new or additional permissions are required.

#CapacityPlanning

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

Hi @Mike Morris,

You are correct, ET stands for Extra Time and UT for Under Time.  These metrics can absolutely be used to model how much overtime or VTO is needed to meet your requirements.  We are using this metric to calculate the Planned FTE number for each week so it can really be utilized for any increases or decreases in staffing you might have each week.  I hope that helps.  Let me know if you have any additional questions.

Hi @Belinda Herrera, 

Would you be able to provide more detail around ET/UT metric and what a user scenario might be to utilise this? My thoughts are that perhaps ET is for overtime projections and perhpas UT would be for VTO projections. Could you use this as a way to model how much overtime you need or how much VTO to issue out?

Mike

We're excited to announce the release of Monthly View in Capacity Planning!

With this enhancement, Capacity Planners can now analyze results at both the weekly and monthly level, making it easier to align long-term staffing strategies and produce executive-ready reporting.

This release delivers deeper visibility, enhanced workforce movement tracking, and improved data integrity safeguards.

🌟 What's New

🔄 Weekly / Monthly Toggle

A new toggle has been added to both:

• BU-level view

• PG/SG-level view

You can now seamlessly switch between Weekly and Monthly results.

   *Monthly view is read-only.  All modifications must continue to be made in Weekly view.

📊 Monthly View Highlights

📈 Chart Enhancements

• Chart will now display Over/Under by Month

• Chart tooltip includes:

  • Over/Under FTE for the Month
  • Required FTE for the Month
  • Planned FTE for the Month

🗂️ Monthly Grid Updates

The Monthly grid includes:

• New Monthly values

• Dashes displayed for partial months

• No hyperlinks or modification access (read-only)

➕ New Metrics (Weekly & Monthly)

Weekly View – New Metrics

Now available at BU and PG levels:

• Transfers FTE

• ET/UT FTE (Extra Time / Under Time)

Tooltips included for clarity.

Updated Weekly Calculations

• Planned FTE
  = Starting FTE - Attrition FTE + New Hires FTE + Transfers FTE + ET/UT FTE

• Starting FTE
  = Previous Week's Planned FTE - Previous Week's ET/UT FTE

🔁 Transfers Management (Weekly Only)

Transfers can now be added or modified through the Modifications Panel.

Key Capabilities:

• Permanent or Temporary transfers

• Source & Destination SG selection

• Swap icon for easy reversal

• Automatic cumulative calculation

• Transfer Details section showing:

  • All transfers in/out

  • Net transfer total

  • Expand/collapse option

Temporary transfers will automatically reverse at the end week.

⚠️ Intelligent Issue Detection

If Transfers or ET/UT entries cause negative Planned FTE, the system will:

• Highlight affected SGs

• Stop calculating Over/Under and allocation values

• Display dashes for impacted weeks

• Prevent chart display for affected periods

• Show a Capacity Plan Warning Banner

• Provide a View Details link to a new Capacity Plan Notifications panel

The Notifications panel includes:

• Issue name

• Staffing Group

• Impacted metric

• First week issue appeared

• Direct navigation link

📆 Monthly View – New Metrics

The Monthly view introduces executive-level rollups including:

• Average Over/Under FTE

• Average Required FTE

• Transfers FTE

• ET/UT FTE

• EOM Planned FTE

• Average Planned FTE

• Average Shrinkage %

• Average Shrinkage FTE

• Average Net FTE

All monthly calculations properly account for:

• Open days (based on Volume & AHT forecast)

• Crossover weeks

• Daily workload allocations

🎯 Business Impact

With Monthly View, planners can now:

• Deliver stakeholder-ready monthly reporting

• Analyze staffing health at strategic levels

• Accurately track Transfers and ET/UT adjustments

• Prevent planning errors with proactive issue alerts

• Align weekly operational adjustments with long-term capacity strategy

📅 Availability

Capacity Planning – Monthly View is available by region beginning Tuesday, February, 24th and will be enabled in all regions by Friday, February 27, 2026

No new or additional permissions are required.

#CapacityPlanning

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

No that sounds great, I was just making sure that it was not something specific. But essentially its a tool we can use to help scenrio modelling on how to increase or reduce staffing for peaks and troughs. 

Hi @Mike Morris,

You are correct, ET stands for Extra Time and UT for Under Time.  These metrics can absolutely be used to model how much overtime or VTO is needed to meet your requirements.  We are using this metric to calculate the Planned FTE number for each week so it can really be utilized for any increases or decreases in staffing you might have each week.  I hope that helps.  Let me know if you have any additional questions.

Hi @Belinda Herrera, 

Would you be able to provide more detail around ET/UT metric and what a user scenario might be to utilise this? My thoughts are that perhaps ET is for overtime projections and perhpas UT would be for VTO projections. Could you use this as a way to model how much overtime you need or how much VTO to issue out?

Mike

We're excited to announce the release of Monthly View in Capacity Planning!

With this enhancement, Capacity Planners can now analyze results at both the weekly and monthly level, making it easier to align long-term staffing strategies and produce executive-ready reporting.

This release delivers deeper visibility, enhanced workforce movement tracking, and improved data integrity safeguards.

🌟 What's New

🔄 Weekly / Monthly Toggle

A new toggle has been added to both:

• BU-level view

• PG/SG-level view

You can now seamlessly switch between Weekly and Monthly results.

   *Monthly view is read-only.  All modifications must continue to be made in Weekly view.

📊 Monthly View Highlights

📈 Chart Enhancements

• Chart will now display Over/Under by Month

• Chart tooltip includes:

  • Over/Under FTE for the Month
  • Required FTE for the Month
  • Planned FTE for the Month

🗂️ Monthly Grid Updates

The Monthly grid includes:

• New Monthly values

• Dashes displayed for partial months

• No hyperlinks or modification access (read-only)

➕ New Metrics (Weekly & Monthly)

Weekly View – New Metrics

Now available at BU and PG levels:

• Transfers FTE

• ET/UT FTE (Extra Time / Under Time)

Tooltips included for clarity.

Updated Weekly Calculations

• Planned FTE
  = Starting FTE - Attrition FTE + New Hires FTE + Transfers FTE + ET/UT FTE

• Starting FTE
  = Previous Week's Planned FTE - Previous Week's ET/UT FTE

🔁 Transfers Management (Weekly Only)

Transfers can now be added or modified through the Modifications Panel.

Key Capabilities:

• Permanent or Temporary transfers

• Source & Destination SG selection

• Swap icon for easy reversal

• Automatic cumulative calculation

• Transfer Details section showing:

  • All transfers in/out

  • Net transfer total

  • Expand/collapse option

Temporary transfers will automatically reverse at the end week.

⚠️ Intelligent Issue Detection

If Transfers or ET/UT entries cause negative Planned FTE, the system will:

• Highlight affected SGs

• Stop calculating Over/Under and allocation values

• Display dashes for impacted weeks

• Prevent chart display for affected periods

• Show a Capacity Plan Warning Banner

• Provide a View Details link to a new Capacity Plan Notifications panel

The Notifications panel includes:

• Issue name

• Staffing Group

• Impacted metric

• First week issue appeared

• Direct navigation link

📆 Monthly View – New Metrics

The Monthly view introduces executive-level rollups including:

• Average Over/Under FTE

• Average Required FTE

• Transfers FTE

• ET/UT FTE

• EOM Planned FTE

• Average Planned FTE

• Average Shrinkage %

• Average Shrinkage FTE

• Average Net FTE

All monthly calculations properly account for:

• Open days (based on Volume & AHT forecast)

• Crossover weeks

• Daily workload allocations

🎯 Business Impact

With Monthly View, planners can now:

• Deliver stakeholder-ready monthly reporting

• Analyze staffing health at strategic levels

• Accurately track Transfers and ET/UT adjustments

• Prevent planning errors with proactive issue alerts

• Align weekly operational adjustments with long-term capacity strategy

📅 Availability

Capacity Planning – Monthly View is available by region beginning Tuesday, February, 24th and will be enabled in all regions by Friday, February 27, 2026

No new or additional permissions are required.

#CapacityPlanning

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------