Capacity Planning: Dashboards
Objective. Use the dashboards to spot where capacity health is trending off across queues, skills or sites, without reading a rolled-up tile as a guarantee.
The dashboards answer: where across the operation should I focus the capacity review? They turn many plans into a few health signals so a reviewer knows where to look first.
See it in the demo
What this screen answers
The customer question is: across queues, skills, sites or clients, where is capacity trending into trouble and where is it comfortable. A CSM opens it to drive a recurring review; a rep opens it to show breadth of visibility across an operation.
The task
Pick the period and the grouping you care about (queue, skill, site or client), then scan the capacity health signals and their trend. The move is triage - find the one or two groupings worth drilling into, not to read every tile. Then open the relevant detail screen for those.
How to read it
Every tile here is an aggregate over the grouping and the period you chose. A tile reading 'adequate' is an average that can hide an under-covered skill or a shortfall at peak inside it. The trends are trends of a plan and its forecast, not of work actually delivered. The classic misread is to treat a rolled-up adequacy tile as a coverage guarantee. Use it to decide where to look, then confirm on the detailed balancing view.
Honest limits
Metric definitions and the thresholds that colour a tile are SME-validation-pending. Dashboards are a monitoring lens over plans, not the plan of record, and they execute nothing. Confirm with product how each signal is defined before you quote a threshold to a customer.
Interpretation check
A dashboard tile is an average over a grouping and period; a healthy tile does not prove the skills and intervals inside it are covered.
Practical task
Pick a period and grouping, identify the single grouping most worth a capacity review, and write one line on why - naming what the tile could be hiding.
Self-check
A dashboard tile shows a queue as adequately staffed. Can you promise coverage?
No. The tile averages over the grouping and period and can hide a skill short at peak. Drill into the balancing/interval view before promising coverage.
Are the dashboard trends showing delivered work?
No. They trend a plan and its forecast, not actuals delivered. Actual delivery lives in RTA and Work Output.
What is the right job to do on this screen?
Triage - find the one or two groupings trending off and drill into them, not read every tile as a conclusion.
Verified vs demo. Screen is live in the demo at /#/dashboards; exact controls and figures are SME-validation-pending.