Capacity Planning: Daily, intraday and voice
Objective. Read how demand distributes across days and intervals (and voice specifics) so interval coverage is not hidden by a daily total.
This screen answers: how does forecast demand spread across days and intervals, and for voice, how do handling and concurrency assumptions shape it? Shape, not just total, drives staffing.
See it in the demo
What this screen answers
The customer question is: within a day or week, when does demand arrive, and for voice work, what do the handling assumptions do to the requirement. Both roles use it to show that the plan is sized to peaks and troughs, not to a flat average.
The task
Scope to a day or interval view for the queue or work type, then read the distribution profile across intervals. For voice, note the handling and concurrency assumptions that shape the interval requirement.
How to read it
This is an interval-level projection. The shape - where the peaks and troughs fall - is what drives interval-level coverage, and a daily or weekly total hides it completely. The classic misread is a comfortable daily total masking a shortfall at a specific peak interval. For voice, the handling-time and occupancy assumptions swing the interval requirement heavily; a small change in assumed handle time moves the number a lot.
Honest limits
Capacity Planning sizes the interval requirement; it does not execute the day. Actually distributing people across intervals is Scheduling, and reforecasting and reacting within the live day is Intraday Management and RTA. Confirm voice handling and concurrency assumptions against the customer's measured figures.
Interpretation check
A daily or weekly total hides interval shape; coverage is an interval question, and voice handling assumptions swing the interval requirement heavily.
Practical task
Read the interval distribution for one day, identify the peak interval, and write one line on whether a comfortable daily total could be hiding a shortfall there.
Self-check
The daily total looks fully staffed. Why keep looking?
A daily total averages over intervals and can hide a shortfall at a peak interval. Coverage has to be read at the interval, not the day.
Why do voice handling-time assumptions get special attention?
Handle time and occupancy convert interval volume into required agents; a small change in assumed handle time moves the interval requirement a lot.
Where does acting on the intraday distribution actually happen?
Not here. Scheduling places people across intervals; Intraday Management and RTA react within the live day. This screen sizes the requirement only.
Verified vs demo. Screen is live in the demo at /#/fcdaily; exact controls and figures are SME-validation-pending.