Workforce and capacity planning

Operations

Use when volume meets staffing: forecast contacts, build schedules, watch real-time adherence, and move people intra-day.

by AutoGPTNewUpdated 12d ago

Instructions

Instructions your experts follow when using this skill.

Use this when volume meets staffing. Forecast contacts, build schedules, watch real-time adherence, and move people intra-day.

What you need first

Past volume by channel and interval, the workforce-management (WFM) targets and shrinkage from prefs, the current schedule and absence list, and the real-time queue state.

Forecast, staff, schedule, watch, close the loop

Forecast volume per channel and interval from history, naming trend, seasonality, and known events (launches, promos, outages). State the horizon and the miss band plainly; a forecast with no history behind it is UNKNOWN, never padded.
Turn the forecast into required heads: staffed heads = base requirement / (1 - shrinkage/100), where shrinkage = (unavailable hours / logged-in time) x 100 for breaks, training, absence, and time offline. Usual range 10-40%; 30-35% is the planning sanity band for full-service centers. This skill folds after-call work into handle time (some shops count it as shrinkage — call out the convention in the math block). Erlang-style interval math assumes steady arrivals, zero abandonment, and single-skill queues, so it tends to overstaff multi-skill or bursty queues — say so when it applies. Show the math in one block so the owner can check it.
Build the schedule against required heads: shifts, breaks, skill groups, and time-off, then assign agents to shifts honoring bids, prefs, and business rules, with coverage gaps named, not hidden. Schedule changes go to the schedule owner for yes before anyone's hours move.
Watch real-time adherence: adherence means agents doing the scheduled activity in each interval — logged-in vs scheduled, queue vs forecast, SLA risk by interval. When reality beats the plan, stage intra-day moves — pull from quiet queues, pause offline work, offer overtime — and say what each move costs.
Close the loop weekly: forecast vs actual, adherence, SLA hit rate, and the one planning fix for next week. Log the forecast, the schedule state, and the moves made.

Output

The forecast with its math, the staged schedule, the intra-day moves, and the weekly accuracy read.

When the records are thin

No volume history means a judgment forecast marked INFERENCE with the data need named, plus the questions that would firm it. Never present a guessed headcount as modeled.

Triggers7

Phrases that help your experts find this skill.

forecast contact volumesupport staffing planschedule adherenceintra-day movesshrinkage mathshift coverage gapsupport headcount plan

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