[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-243140-105":53,"doc-detail-243140-en":131},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":124,"head_meta":126,"extra_data":128,"updated_unix":130},105,"en","genesys-2018-cap-planning-workforce-optimization-and-strategic-planning","Genesys 2018 Cap Planning - Workforce Optimization and Strategic Planning","","Capacity planning focuses on building models and processes that translate forecasts into practical resource decisions for call-center operations. The material explains key model types, how to evaluate whether they are effective, and what organizations gain from reliable models. It contrasts traditional WFM for managing existing agent counts with strategic/long-term workforce planning that accounts for seasonality and variability such as call volume, sick time, attrition, handle time, learning curves, training requirements, and costs. It outlines steps, required data sources, and workforce targets.",{"@graph":63,"@context":123},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/genesys-2018-cap-planning-workforce-optimization-and-strategic-planning/243140/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/genesys-2018-cap-planning-workforce-optimization-and-strategic-planning/243140.png","ImageObject",442,249,{"name":88,"@type":89},"McQueen","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-20","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",8,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115,119],{"name":106,"@type":107,"acceptedAnswer":108},"What is capacity planning in the context of a call center?","Question",{"text":109,"@type":110},"Capacity planning builds models and operational thinking that determine the center resource plan needed to meet service standards at least cost over time. It converts forecasting outputs into staffing and hiring decisions.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"How do traditional WFM systems differ from strategic/capacity planning?",{"text":114,"@type":110},"Traditional WFM primarily manages the agents you already have through scheduling, shift bids, adherence, and real-time management. Strategic/long-term planning is where seasonality is managed and the organization plans how many agents must be available.",{"name":116,"@type":107,"acceptedAnswer":117},"What factors make strategic capacity planning difficult?",{"text":118,"@type":110},"Difficulty comes from seasonality and variability in call centers, including call volumes, sick time, attrition, and handle time. It also includes learning curves, wage rates, training requirements, and assumptions by center and staff group.",{"name":120,"@type":107,"acceptedAnswer":121},"What data are needed to run strategic planning?",{"text":122,"@type":110},"Key inputs include ACD/email/back-office performance by interval, workforce management shrinkage and skilling details, finance and payroll costs, customer experience scores by location, and HR/training timelines for recruiting, training, and transitioning representatives.","https://schema.org",{"og:url":78,"og:type":125,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":127,"canonical":78},"index,follow",{"doc_id":129,"site_id":56},243140,1791743526,{"code":4,"msg":5,"data":132},{"doc_id":129,"user_id":133,"nickname":88,"user_avatar":134,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":135,"file_id":136,"file_url":137,"file_type":138,"file_size":139,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":140,"language":141,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":142,"faqs":143,"seo_title":144,"seo_description":61,"update_tm":145,"read_time":146},5909890329169,"https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc","Improving Capacity Planning– Models are Important!  \nRic Kosiba  \nWhat we are discussing today  \n◦ What is capacity planning?  \n◦ Types of models and what do they do  \n◦ How to judge whether models are good or not  \n◦ Why it is important: what do we get if we have good models  \nWhy do we forecast?  \n◦ Forecasting is just one part of the planning process  \n◦ We forecast to make resource decisions!  \n◦  \n◦  \n◦  \n◦  \n◦  \n◦  \n◦  \nWhat types of contacts to service?  \nHow do we best match channels to segments of customers? What standards are right for each contact types? Where (which centers and staff types) and when (which weeks) do we hire?  \nHiring versus overtime?  \nHow many centers are optimal?  \nBudgets and budget priorities? and so much more  \nWorkforce Optimization  \nEnsure that the right numbers of agents are available at the right time to service our customers.  \nTraditional WFM Systems  \nEnsure the operation is nimble and efficient in reacting to day-of changes within the environment  \n✓ Scheduling  \n✓ Shift Bids  \n✓ Adherence/Conformance  \n✓ Real-time Management  \n✓ Etc.  \nStrategic Planning  \nEnsure the right number of agents are trained and available to meet the seasonal and changing demand.  \n✓ Hiring Plans  \n✓ Budgets  \n✓ Establishing Optimal Goals  \n✓ What-if Analysis  \n✓ Etc.  \nAn observation  \n◦ Most workforce management software systems do not determine how many agents are required to show up to work each week, nor do they develop an operational plan to ensure that the company delivers the required number of agents to the operation.  \n◦ Workforce management systems serve to best manage the number of agents that you already have.  \nOur strategic or operational plan is only place where we try to manage the seasonality of the operation  \nWhat is the Strategic/Capacity/Long Term Planning Problem?  \nDetermine the center resource plan that maintains the (appropriate) service standard at least cost over  \ntime.  \nThis is not a simple problem to solve  \n(Hence, the mad scientist. )  \nQ: Why is this hard? A: There is seasonality and variability in call centers!  \nCall Volumes!  \nSick Time!  \nAttrition!  \nHandle Time!  \n…also learning curves, wage rates, training requirement, by center & staff group  \nAND! Our (Analytic) Life is Getting Harder    \nOn An Inbound Call  \nArranging An Appointment At A Branch Office  \nProcessing Fax Reports  \nIn Three Chat Sessions  \nWhat are the steps to strategic planning?  \nStrategic planning systems work to take you from forecast to budget. They help to:  \nPredictive Model  \n“Predict the  \nDescriptive Model“What happens to our  \nPrescriptive Model  \n“Find me the best  \nVariable Labor Model  \nfuture” performance in this resource decision” “Cost it all out”  \nscenario?”  \nWhat data do we need?  \n◦ ACD/Email/Back-office management system  \n• How are my agents skilled and what are appropriate roll ups?  \n• What is the historic performance (by interval): Contacts, service performance, abandons, work hours per interval, handle times  \n• Where do calls go?  \n◦ Workforce management:  \n• Shrinkage (note schedules not necessary)  \n• Skilling: Universal agent?, silo’d?, skilled by proficiency?  \n◦ Finance/payroll: Costs and possibly revenues (eg. base rates, training rate, cost to recruit, telecom,…)  \n◦ Customer experience system/report (CustEx scores by location)  \n◦ HR/Training: How long to recruit, train and transition a rep?","cbCaikhonm2pI1Fo","https://ap.wps.com/l/cbCaikhonm2pI1Fo","pdf",1561605,26,"English","# What is capacity planning?\n## Why forecasting matters for resource decisions\n## Workforce Optimization vs Traditional WFM systems\n## Strategic Planning and long-term capacity problems\n# Strategic planning models and how to judge them\n## Predictive, descriptive, prescriptive, and variable labor models\n# Data requirements for strategic planning\n## ACD/email/back-office and workforce management inputs\n## Finance/payroll, customer experience, and HR/training data","[{\"question\":\"What is capacity planning in the context of a call center?\",\"answer\":\"Capacity planning builds models and operational thinking that determine the center resource plan needed to meet service standards at least cost over time. It converts forecasting outputs into staffing and hiring decisions.\"},{\"question\":\"How do traditional WFM systems differ from strategic/capacity planning?\",\"answer\":\"Traditional WFM primarily manages the agents you already have through scheduling, shift bids, adherence, and real-time management. Strategic/long-term planning is where seasonality is managed and the organization plans how many agents must be available.\"},{\"question\":\"What factors make strategic capacity planning difficult?\",\"answer\":\"Difficulty comes from seasonality and variability in call centers, including call volumes, sick time, attrition, and handle time. It also includes learning curves, wage rates, training requirements, and assumptions by center and staff group.\"},{\"question\":\"What data are needed to run strategic planning?\",\"answer\":\"Key inputs include ACD/email/back-office performance by interval, workforce management shrinkage and skilling details, finance and payroll costs, customer experience scores by location, and HR/training timelines for recruiting, training, and transitioning representatives.\"}]","Genesys 2018 Cap Planning - Workforce Optimization and Strategic Planning | PDF",1789200504,9]