Workforce Engagement Management

Is there a recommendation for how to structure Staffing Groups when volume is shared? Historically, orgs have created staffing groups for team members who share time off pools. 

For example: 

• Agents 1-3 works: qA, qB, qC
• Agent 4-6 works qB, qC, qD
• Agent 7-10 works: qD, qE, qF

Would the staffing group have to include all agents since there is a small amount of overlap between agents? How does this impact the capacity plan if they don't all work all volume? 

------------------------------
Shelby Cronk
------------------------------

Hi @Shelby Cronk,

That's a great question.  In your specific example what you would want to do it to create 3 Staffing Groups.  In SG 1, you would select PG A, PG B, and PG C in the Capacity Planning tab as work these agents can handle.  For SG 2, you would select PG B, PG C, and PG D.  And lastly, for SG 3, you would select PG D, PG E, and PG F.  The system will then recognize that the 3 staffing groups all handle some of the same PGs and therefore will group the staffing groups and planning groups together in what we're calling the staffing associations.  In the capacity plan you will enter how much staff (FTE) you have in staffing group and the system will automatically allocate the right amount of FTE to each of the PGs that they can handle.  I hope that helps. 

Is there a recommendation for how to structure Staffing Groups when volume is shared? Historically, orgs have created staffing groups for team members who share time off pools. 

For example: 

• Agents 1-3 works: qA, qB, qC
• Agent 4-6 works qB, qC, qD
• Agent 7-10 works: qD, qE, qF

Would the staffing group have to include all agents since there is a small amount of overlap between agents? How does this impact the capacity plan if they don't all work all volume? 

------------------------------
Shelby Cronk

Team members can only be members of a single staffing group though, correct? So if an org wants both time off limits per supervisor (aka staffing group per supervisor) and accurate capacity planning...they can't from the sounds of this.  They will need to prioritize between the two. 

Hi @Shelby Cronk,

That's a great question.  In your specific example what you would want to do it to create 3 Staffing Groups.  In SG 1, you would select PG A, PG B, and PG C in the Capacity Planning tab as work these agents can handle.  For SG 2, you would select PG B, PG C, and PG D.  And lastly, for SG 3, you would select PG D, PG E, and PG F.  The system will then recognize that the 3 staffing groups all handle some of the same PGs and therefore will group the staffing groups and planning groups together in what we're calling the staffing associations.  In the capacity plan you will enter how much staff (FTE) you have in staffing group and the system will automatically allocate the right amount of FTE to each of the PGs that they can handle.  I hope that helps. 

Is there a recommendation for how to structure Staffing Groups when volume is shared? Historically, orgs have created staffing groups for team members who share time off pools. 

For example: 

• Agents 1-3 works: qA, qB, qC
• Agent 4-6 works qB, qC, qD
• Agent 7-10 works: qD, qE, qF

Would the staffing group have to include all agents since there is a small amount of overlap between agents? How does this impact the capacity plan if they don't all work all volume? 

------------------------------
Shelby Cronk

@Shelby Cronk, you are correct, each team member can only be assigned to a single staffing group.  The initial release of Capacity Planning will require staffing group to be associated to the planning groups they can handle, however, it will not be necessary to assign agents to those staffing groups.  Once we begin to pull historical data at the staffing group level then we will want agents assigned to the staffing groups.  But this will be in a later release, so for now you can create separate staffing groups specifically for Capacity Planning if you want to keep them separate.

Team members can only be members of a single staffing group though, correct? So if an org wants both time off limits per supervisor (aka staffing group per supervisor) and accurate capacity planning...they can't from the sounds of this.  They will need to prioritize between the two. 

Hi @Shelby Cronk,

That's a great question.  In your specific example what you would want to do it to create 3 Staffing Groups.  In SG 1, you would select PG A, PG B, and PG C in the Capacity Planning tab as work these agents can handle.  For SG 2, you would select PG B, PG C, and PG D.  And lastly, for SG 3, you would select PG D, PG E, and PG F.  The system will then recognize that the 3 staffing groups all handle some of the same PGs and therefore will group the staffing groups and planning groups together in what we're calling the staffing associations.  In the capacity plan you will enter how much staff (FTE) you have in staffing group and the system will automatically allocate the right amount of FTE to each of the PGs that they can handle.  I hope that helps. 

Is there a recommendation for how to structure Staffing Groups when volume is shared? Historically, orgs have created staffing groups for team members who share time off pools. 

For example: 

• Agents 1-3 works: qA, qB, qC
• Agent 4-6 works qB, qC, qD
• Agent 7-10 works: qD, qE, qF

Would the staffing group have to include all agents since there is a small amount of overlap between agents? How does this impact the capacity plan if they don't all work all volume? 

------------------------------
Shelby Cronk

@Belinda Herrera Can you provide a little bit of clarity to this message?  Are you saying that with the release of the capacity planning we will be able to create separate staffing groups for cap planning, and Time Off planning?   So, an agent can be in a Staffing group for Cap Planning purposes, and also one for Time Off Planning purposes?

Or will we have to create specific staffing groups for capacity planning, and move the agents into those groups whenever we want to utilize the capacity planning tool?

@Shelby Cronk, you are correct, each team member can only be assigned to a single staffing group.  The initial release of Capacity Planning will require staffing group to be associated to the planning groups they can handle, however, it will not be necessary to assign agents to those staffing groups.  Once we begin to pull historical data at the staffing group level then we will want agents assigned to the staffing groups.  But this will be in a later release, so for now you can create separate staffing groups specifically for Capacity Planning if you want to keep them separate.

Team members can only be members of a single staffing group though, correct? So if an org wants both time off limits per supervisor (aka staffing group per supervisor) and accurate capacity planning...they can't from the sounds of this.  They will need to prioritize between the two. 

Hi @Shelby Cronk,

That's a great question.  In your specific example what you would want to do it to create 3 Staffing Groups.  In SG 1, you would select PG A, PG B, and PG C in the Capacity Planning tab as work these agents can handle.  For SG 2, you would select PG B, PG C, and PG D.  And lastly, for SG 3, you would select PG D, PG E, and PG F.  The system will then recognize that the 3 staffing groups all handle some of the same PGs and therefore will group the staffing groups and planning groups together in what we're calling the staffing associations.  In the capacity plan you will enter how much staff (FTE) you have in staffing group and the system will automatically allocate the right amount of FTE to each of the PGs that they can handle.  I hope that helps. 

Is there a recommendation for how to structure Staffing Groups when volume is shared? Historically, orgs have created staffing groups for team members who share time off pools. 

For example: 

• Agents 1-3 works: qA, qB, qC
• Agent 4-6 works qB, qC, qD
• Agent 7-10 works: qD, qE, qF

Would the staffing group have to include all agents since there is a small amount of overlap between agents? How does this impact the capacity plan if they don't all work all volume? 

------------------------------
Shelby Cronk

Hello @Russell Donald,

If your staffing groups for time off planning do not align with the staffing groups you would like to use in capacity planning, you could create separate staffing groups specifically for capacity planning and select the PGs for each staffing group.  You would NOT need to assign any agents to these staffing groups as we are not pulling any agent data from the staffing groups into the capacity plans.

I hope that helps to clarify.

@Belinda Herrera Can you provide a little bit of clarity to this message?  Are you saying that with the release of the capacity planning we will be able to create separate staffing groups for cap planning, and Time Off planning?   So, an agent can be in a Staffing group for Cap Planning purposes, and also one for Time Off Planning purposes?

Or will we have to create specific staffing groups for capacity planning, and move the agents into those groups whenever we want to utilize the capacity planning tool?

@Shelby Cronk, you are correct, each team member can only be assigned to a single staffing group.  The initial release of Capacity Planning will require staffing group to be associated to the planning groups they can handle, however, it will not be necessary to assign agents to those staffing groups.  Once we begin to pull historical data at the staffing group level then we will want agents assigned to the staffing groups.  But this will be in a later release, so for now you can create separate staffing groups specifically for Capacity Planning if you want to keep them separate.

Team members can only be members of a single staffing group though, correct? So if an org wants both time off limits per supervisor (aka staffing group per supervisor) and accurate capacity planning...they can't from the sounds of this.  They will need to prioritize between the two. 

Hi @Shelby Cronk,

That's a great question.  In your specific example what you would want to do it to create 3 Staffing Groups.  In SG 1, you would select PG A, PG B, and PG C in the Capacity Planning tab as work these agents can handle.  For SG 2, you would select PG B, PG C, and PG D.  And lastly, for SG 3, you would select PG D, PG E, and PG F.  The system will then recognize that the 3 staffing groups all handle some of the same PGs and therefore will group the staffing groups and planning groups together in what we're calling the staffing associations.  In the capacity plan you will enter how much staff (FTE) you have in staffing group and the system will automatically allocate the right amount of FTE to each of the PGs that they can handle.  I hope that helps. 

Is there a recommendation for how to structure Staffing Groups when volume is shared? Historically, orgs have created staffing groups for team members who share time off pools. 

For example: 

• Agents 1-3 works: qA, qB, qC
• Agent 4-6 works qB, qC, qD
• Agent 7-10 works: qD, qE, qF

Would the staffing group have to include all agents since there is a small amount of overlap between agents? How does this impact the capacity plan if they don't all work all volume? 

------------------------------
Shelby Cronk

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

One thing to note that I discovered this morning is when creating staffing groups specifically for Capacity Planning, you do not need to add agents.  This especially comes in handy if you are already using staffing groups for time off planning.

I can see best practice is building out staffing groups for each planning group combo.

So it would be something like this:

SG1 = PG 1, PG 2, PG 3

SG2 = PG 1, PG2

SG3 = PG 1, PG 3

SG4 = PG 2

The only caveat is that if there are no agents in the staffing group it does not show a headcount in the Capacity Plan set up.  You will have to manually input the starting FTE. 

This is an exciting implementation, and I am really excited to see where Genesys is going to take long term planning.

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi Belinda - Have been playing.  I created a staffing group with 17 people who share the workload.  First I tried segregating into voice vs. email.  Voice worked fine with an FTE of 17.  When I created the email staffing and ran it it shows 34 FTE which is doubled?  What did I not do right?  Even now I have created a new one and put 17 as FTE however when adding a capacity plan it gives me 34?  Probably user error but can't figure out what I did wrong?

Thanks for your help

Shirley

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi Shirley,

It sounds like you've created 2 staffing groups and have entered 17FTE for each when you created the Capacity Plan is that right?

Hi Belinda - Have been playing.  I created a staffing group with 17 people who share the workload.  First I tried segregating into voice vs. email.  Voice worked fine with an FTE of 17.  When I created the email staffing and ran it it shows 34 FTE which is doubled?  What did I not do right?  Even now I have created a new one and put 17 as FTE however when adding a capacity plan it gives me 34?  Probably user error but can't figure out what I did wrong?

Thanks for your help

Shirley

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

I created 2 staffing groups but only put 17 FTE in the one (figuring that was my first mistake).  So then when I run the capacity now for both staffing together I am getting 34 FTE's :(

Hi Shirley,

It sounds like you've created 2 staffing groups and have entered 17FTE for each when you created the Capacity Plan is that right?

Hi Belinda - Have been playing.  I created a staffing group with 17 people who share the workload.  First I tried segregating into voice vs. email.  Voice worked fine with an FTE of 17.  When I created the email staffing and ran it it shows 34 FTE which is doubled?  What did I not do right?  Even now I have created a new one and put 17 as FTE however when adding a capacity plan it gives me 34?  Probably user error but can't figure out what I did wrong?

Thanks for your help

Shirley

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?

Hi Shirley!  Does the same group support both Voice and Email?  If so, I think you want to create a staffing group that includes both your voice and email planning groups.  This should get you to the numbers that you expect.

I created 2 staffing groups but only put 17 FTE in the one (figuring that was my first mistake).  So then when I run the capacity now for both staffing together I am getting 34 FTE's :(

Hi Shirley,

It sounds like you've created 2 staffing groups and have entered 17FTE for each when you created the Capacity Plan is that right?

Hi Belinda - Have been playing.  I created a staffing group with 17 people who share the workload.  First I tried segregating into voice vs. email.  Voice worked fine with an FTE of 17.  When I created the email staffing and ran it it shows 34 FTE which is doubled?  What did I not do right?  Even now I have created a new one and put 17 as FTE however when adding a capacity plan it gives me 34?  Probably user error but can't figure out what I did wrong?

Thanks for your help

Shirley

Thanks Belinda.  After I refreshed I see it.  Looking forward to playing with it :)

Hi Shirley,

When you click on "Capacity Plans" on the left side panel, it will take you to the Capacity Plans list view and on the top right side, below the BU selector, you should see the "Create Capacity Plan" button.  If you don't see it, please ensure that you have the necessary Capacity Plan permissions.

You will need to create the staffing groups and associate them with the appropriate planning groups that you want to see in your Capacity Plan before you can fully create a Capacity Plan.  If there are no staffing groups associated to a planning group then you will get an error message during the first step of the creation process, after you've selected a Forecast.

I hope that helps.  

Hi Belinda

Reading the notes on capacity planning.  When I click on capacity planning and choose the business unit I do not see "create capacity plan".  In the notes it says "add staffing Group".  Does this need to be done BEFORE I see create capacity plan?

Thanks

Shirley

Hi @Shirley Harbers,

The deploy schedule is as follows:

• Monday (today) - apne2, aps1, and sae1
• Tuesday - apse2, cac1, euc2, euw1, and mec1
• Wednesday - use1, apne3, euc1, and euw2
• Thursday - apene1 and usw2

Each region will deploy between 11pm and 6am in that region's local time

Hi there

Do you have dates for all regions?

Thanks

Shirley

Yes @suyog gupta, we are all set to begin deploying it on Monday by region.  All regions should be deployed by the end of next week.

Is this still targeted to be released on June 30th?

Hi @Andrew Lindsay, yes it will be included in the CX3 license, no additional costs.  

Hi Belinda, is this to be included in the current CX3 package or is it another add on cost?