Capacity Planning: Intraday TAT
Objective. Read the intraday view and explain that a day's total headcount can be adequate overall while specific intervals are short, because demand and TAT targets vary within the day.
This screen breaks the plan down below the daily total - into intervals across the day - so you can see whether staffing matches the shape of demand and the turnaround target, not just the daily sum.
See it in the demo
What this screen answers
A Sales or CSM person opens this when the question is 'are we covered through the day, not just on average?' A daily or weekly FTE total can look balanced while the morning peak is short and the afternoon is long. This view exposes the intraday profile so coverage can be judged interval by interval against the turnaround target.
The task
Scope to the work type or queue and the day, then read required versus available by interval rather than as a single daily figure. Point to any interval where the requirement exceeds availability. Describe it as 'the interval profile for this scope' - do not name specific chart controls you have not verified.
How to read it
The TAT (turnaround) target here is an input the plan is sized to, not an achieved time. The headline misread is treating a healthy daily total as proof of coverage: netting out for the day hides within-day shortfalls. Read the peaks. A plan can be net-balanced and still miss TAT in the busiest interval. Confirm with product how intraday demand is distributed for the customer - the demo shows the model on seeded data.
Honest limits
This screen plans the day's shape; it does not execute or measure it. Actual intraday performance and corrective action live in Intraday Management and Real-Time Adherence. Whether the intraday distribution matches the customer's real arrival pattern must be confirmed - a wrong profile moves the apparent peaks.
Interpretation check
A balanced daily headcount does not prove every interval is covered - read required vs available by interval, because the peak is where TAT breaks.
In the field
Back-office RCM work with a same-day TAT (claims or appeals): a net-adequate day can still breach TAT at the receipt peak, which is exactly the gap an intraday view surfaces before it becomes a missed turnaround.
Practical task
Pick one day on the intraday screen and identify the single interval where required most exceeds available; write a one-line finding naming the interval and the gap, and note it is a planning shortfall, not a measured miss.
Self-check
The daily total shows enough FTE. Why is that not the end of the check?
Daily totals hide within-day shortfalls. The morning peak can be short while the trough is long; coverage must be read interval by interval, not as a daily sum.
Is the TAT figure on this screen a result?
No. It is the turnaround target the plan is sized to meet, an input - not a measured achieved time. Attainment is measured against actuals in Intraday / RTA.
What should you confirm about the intraday profile before trusting the peaks?
That the modelled within-day distribution matches the customer's real arrival/receipt pattern - confirm with product; the demo uses seeded distribution.
Verified vs demo. Screen is live in the demo at /#/intraday; exact controls and figures are SME-validation-pending.