Workforce Engagement Management

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

Hello Shirley,

Capacity Planning does not get down to the daily or interval level.  It is meant to be a long-term staff planning tool to help you determine your staffing requirements for up to 2yrs in the future and align them with your planned resources.  This will then help you plan for when and how many agents you may need to hire throughout those 2 years as well as any other staffing adjustments.  It does not, however, help you determine what days or intervals those agents should work.  Our WFM Scheduling will help with that. 

What-if planning in Capacity Planning refers to the ability to make any input changes to a Capacity Plan and immediately see the results of those changes.  Multiple Capacity Plans can be created with different inputs, such as New Hires, Shrinkage %, Attrition %, Volume, or AHT.  You can then compare the results of each.

I hope that helps.

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

How would the scheduling help with that?  We have work plans etc that are fixed.  I tried building a blank schedule but of course that requires us putting in the agents.  Any other ideas?  Our center is trying to determine where it is most beneficial to put the agents and was looking for WFM to suggest (much like Engage where they actually had What if scenarios).

thanks

Shirley

Hello Shirley,

Capacity Planning does not get down to the daily or interval level.  It is meant to be a long-term staff planning tool to help you determine your staffing requirements for up to 2yrs in the future and align them with your planned resources.  This will then help you plan for when and how many agents you may need to hire throughout those 2 years as well as any other staffing adjustments.  It does not, however, help you determine what days or intervals those agents should work.  Our WFM Scheduling will help with that. 

What-if planning in Capacity Planning refers to the ability to make any input changes to a Capacity Plan and immediately see the results of those changes.  Multiple Capacity Plans can be created with different inputs, such as New Hires, Shrinkage %, Attrition %, Volume, or AHT.  You can then compare the results of each.

I hope that helps.

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

Can you create a future forecast, then create fully flexible shifts over your opening hours representing the different contracted hours, temporarily assign it to agents, and generate a schedule? Clearly you'd need to make sure no other generation was happening at this time, and depending on the parameters set, you might then need to do some tweaking with what the system suggests.

Or perhaps you can use shift bidding for this? Create the work plans you want to offer, and the system will tell you how many of each shift you need. You don't even need to open the bid to get these numbers so that might be more useful.

Just a suggestion to get you what you need.

How would the scheduling help with that?  We have work plans etc that are fixed.  I tried building a blank schedule but of course that requires us putting in the agents.  Any other ideas?  Our center is trying to determine where it is most beneficial to put the agents and was looking for WFM to suggest (much like Engage where they actually had What if scenarios).

thanks

Shirley

Hello Shirley,

Capacity Planning does not get down to the daily or interval level.  It is meant to be a long-term staff planning tool to help you determine your staffing requirements for up to 2yrs in the future and align them with your planned resources.  This will then help you plan for when and how many agents you may need to hire throughout those 2 years as well as any other staffing adjustments.  It does not, however, help you determine what days or intervals those agents should work.  Our WFM Scheduling will help with that. 

What-if planning in Capacity Planning refers to the ability to make any input changes to a Capacity Plan and immediately see the results of those changes.  Multiple Capacity Plans can be created with different inputs, such as New Hires, Shrinkage %, Attrition %, Volume, or AHT.  You can then compare the results of each.

I hope that helps.

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

thanks Heather.  This sound promising.  So would you create i.e. work plans with no actual names i.e. test 1, 2, 3, and then build a schedule on those?  Have to admit I have not done this so any guidance would be appreciated.  The center knows they may be overstaffed and wants to know how to better utilize.

So we have day shifts and evening shifts and night shifts - center runs 24x7.  Is there an article or document on doing something like this?

So much appreciated.

Shirley

Can you create a future forecast, then create fully flexible shifts over your opening hours representing the different contracted hours, temporarily assign it to agents, and generate a schedule? Clearly you'd need to make sure no other generation was happening at this time, and depending on the parameters set, you might then need to do some tweaking with what the system suggests.

Or perhaps you can use shift bidding for this? Create the work plans you want to offer, and the system will tell you how many of each shift you need. You don't even need to open the bid to get these numbers so that might be more useful.

Just a suggestion to get you what you need.

How would the scheduling help with that?  We have work plans etc that are fixed.  I tried building a blank schedule but of course that requires us putting in the agents.  Any other ideas?  Our center is trying to determine where it is most beneficial to put the agents and was looking for WFM to suggest (much like Engage where they actually had What if scenarios).

thanks

Shirley

Hello Shirley,

Capacity Planning does not get down to the daily or interval level.  It is meant to be a long-term staff planning tool to help you determine your staffing requirements for up to 2yrs in the future and align them with your planned resources.  This will then help you plan for when and how many agents you may need to hire throughout those 2 years as well as any other staffing adjustments.  It does not, however, help you determine what days or intervals those agents should work.  Our WFM Scheduling will help with that. 

What-if planning in Capacity Planning refers to the ability to make any input changes to a Capacity Plan and immediately see the results of those changes.  Multiple Capacity Plans can be created with different inputs, such as New Hires, Shrinkage %, Attrition %, Volume, or AHT.  You can then compare the results of each.

I hope that helps.

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

Can you create a future forecast, then create fully flexible shifts over your opening hours representing the different contracted hours, temporarily assign it to agents, and generate a schedule? Clearly you'd need to make sure no other generation was happening at this time, and depending on the parameters set, you might then need to do some tweaking with what the system suggests.

Or perhaps you can use shift bidding for this? Create the work plans you want to offer, and the system will tell you how many of each shift you need. You don't even need to open the bid to get these numbers so that might be more useful.

Just a suggestion to get you what you need.

How would the scheduling help with that?  We have work plans etc that are fixed.  I tried building a blank schedule but of course that requires us putting in the agents.  Any other ideas?  Our center is trying to determine where it is most beneficial to put the agents and was looking for WFM to suggest (much like Engage where they actually had What if scenarios).

thanks

Shirley

Hello Shirley,

Capacity Planning does not get down to the daily or interval level.  It is meant to be a long-term staff planning tool to help you determine your staffing requirements for up to 2yrs in the future and align them with your planned resources.  This will then help you plan for when and how many agents you may need to hire throughout those 2 years as well as any other staffing adjustments.  It does not, however, help you determine what days or intervals those agents should work.  Our WFM Scheduling will help with that. 

What-if planning in Capacity Planning refers to the ability to make any input changes to a Capacity Plan and immediately see the results of those changes.  Multiple Capacity Plans can be created with different inputs, such as New Hires, Shrinkage %, Attrition %, Volume, or AHT.  You can then compare the results of each.

I hope that helps.

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

Good morning everyone

So many of us have started playing with the capacity planning.  In the idea it was quoted as "What if".  Am unsure if anyone is reading the comments posted in the ideas now that it is released?

So we program the staffing requirements, create staffing groups, do up forecast.

WHERE in this new feature does What IF come into play?  I was thinking that we could create a schedule based on a forecast and it would put agents in where needed?  Is that something that will not work?

We have agents and fixed shifts however our groups need or want to know if shifts should be changed etc.

In the engage days there was a What IF and thought this is what this was supposed to role out?  Were we not correct?

Today it will tell you under capacity planning how many agents needed but does not create where those shifts should be correct?

Thanks

Shirley

#Workforce Management
#GeneralQuestion

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Shirley Harbers
NA
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