Manage capacity plans

AI-generated summary

Genesys Cloud provides comprehensive capacity planning management capabilities accessible through the Workforce Management menu, enabling users to view, create, and modify capacity plans organized by business unit. The Capacity Plans list view supports searching by name and filtering by timeframe options including Future End Date, Anytime, or specific date ranges. Users can copy existing capacity plans while modifying the plan name, description, forecast selection, and start/end dates, with confirmation provided via toast notification. Deletion functionality allows removal of single or multiple capacity plans through checkbox selection or individual action menus. The system enables forecast modification by opening the associated forecast in a new browser tab; after modifications are saved, users must click Regenerate to update capacity plan requirements based on the latest forecast data. Configuration options permit changes to plan name, description, forecast, date range (constrained within forecast boundaries), and planning group to staffing group associations, though associations modified after plan creation are not automatically reflected. Additional features include exporting weekly or monthly business unit or planning group level data as .csv files and viewing detailed business unit level results through the capacity plan name link. The panel displays the capacity plan and staffing associations, allowing users to drill down into planning groups to view and modify staffing association values. The Modifications panel enables users to adjust capacity plan settings after selecting a staffing group from the panel, while the Modification History panel tracks changes made to staffing groups when selected from the panel. The Settings panel allows administrators to modify capacity plan properties, including renaming the plan, adding or updating descriptions, and changing FTE (Full-Time Equivalent) definitions. The Update Planning Group to Staffing Group Association checkbox applies changes to the capacity plan. These integrated features support comprehensive workforce management and capacity planning operations within the Genesys Cloud platform

To navigate to the Capacity plans list view, perform the following steps:

Click Admin.
Under Workforce Management, click Capacity Plans.
Click Menu > Workforce Management > Capacity Planning > Capacity Plans.
In the upper right corner, select the business unit to which you want to view or edit a capacity plan.
The list of previously created capacity plans are displayed. In this list view you can:
- Search for a capacity plan by typing the name in the search box.
- Filter on a timeframe. It defaults to the future end date timeframe.
  - Future End Date: View all capacity plans that have an end date in the future.
  - Anytime: View all capacity plans with any start or end date.
  - Contains: To view all capacity plans that contain a date, manually enter a date or select a date from the calendar.
- Click Reset to restore the date setting. The default date is always set to a future date.

Copy a capacity planClick to expand

In the Capacity Plan list view, locate the capacity plan that you want to copy from the list.
In the Actions column, click the More icon.
From the options that display, select Copy.
A copy of the capacity plan is created. You can make any changes to the capacity plan name and description. You can choose a different forecast, and change the start and end dates of the capacity plan.
Click Save. A toast notification is displayed on the upper right corner of the page confirming that a copy has been created.
The updated business unit level results view page is displayed.

Delete a capacity planClick to expand

In the Capacity Plan list view, locate the capacity plan that you want to delete from the list.
In the Actions column, click the More icon.
From the options that display, select Delete.
The Delete Capacity Plan dialog box displays. Click Yes, Delete Capacity Plan.

To delete multiple capacity plans, perform the following steps:

From the Capacity Plan list, select the checkbox available for each capacity plan that you want to delete.
Click the Delete icon available next to Refresh.
The Delete Capacity Plan dialog box is displayed. Click Yes, Delete Capacity Plan(s).
A toast notification is displayed on the upper right corner of the page confirming that capacity plans have been deleted.

Modify a forecast used in a capacity planClick to expand

To modify a forecast used in a capacity plan, perform the following steps:

In the Capacity Plan page, click the Forecast hyperlink at the top of the screen.
The Forecasts page opens in a new browser tab. Modify the forecast as required.
Click Save.
Go back to the Capacity Planning tab and click Regenerate.

You can modify any capacity plan for any business unit. For more information, see Modify a capacity plan.

To view a capacity plan, click the capacity plan name. The business unit level results view is displayed.

The following table describes the fields in the Capacity Plans page.

Option	Description
Date range	Indicates the capacity plan date range, which is the same as the forecast date range or within the forecast date range.
Forecast link	Open the forecast in a new tab. You can modify the forecast as required.
Regenerate	Regenerate requirements based on the latest forecast modifications. Note: Once you modify the forecast used in the capacity plan, click Regenerate to view the updated plan.
Export	Export weekly or monthly business unit level or planning group level data as a .csv file.
Configure Plan	You can change the details in any of the following: Name of the capacity plan. Description of the capacity plan. Forecast. Start or end date of the capacity plan. It must be within the date range of the forecast used. Planning group to staffing group association. If changes to the planning group to staffing group associations are made after the capacity plan is created and saved, those changes are not reflected in the capacity plan. Select the Update Planning Group to Staffing Group Association checkbox to apply the changes to the capacity plan.
Overview	Displays the capacity plan overview and staffing associations. Click a planning group to drill down to the staffing association and modify the values.
Modifications	Select a staffing group on the Overview panel to enable this option and modify options in the Modifications panel. For more information, see Modify a capacity plan.
Modification History	Select a staffing group on the Overview panel to enable this option and view the modification history.
Settings	Select a staffing group on the Overview panel to enable this option and do one of the following: Change the name of the capacity plan. Add or update the description. Change the FTE definition. Save changes.

[NEXT] Was this article helpful?

Get user feedback about articles.

Option

Description

Date range

Indicates the capacity plan date range, which is the same as the forecast date range or within the forecast date range.

Forecast link

Open the forecast in a new tab. You can modify the forecast as required.

Regenerate

Regenerate requirements based on the latest forecast modifications.

Note: Once you modify the forecast used in the capacity plan, click Regenerate to view the updated plan.

Export

Export weekly or monthly business unit level or planning group level data as a .csv file.

Configure Plan

You can change the details in any of the following:

Name of the capacity plan.
Description of the capacity plan.
Forecast.
Start or end date of the capacity plan. It must be within the date range of the forecast used.
Planning group to staffing group association. If changes to the planning group to staffing group associations are made after the capacity plan is created and saved, those changes are not reflected in the capacity plan. Select the Update Planning Group to Staffing Group Association checkbox to apply the changes to the capacity plan.

Overview

Displays the capacity plan overview and staffing associations. Click a planning group to drill down to the staffing association and modify the values.

Modifications

Select a staffing group on the Overview panel to enable this option and modify options in the Modifications panel. For more information, see Modify a capacity plan.

Modification History

Select a staffing group on the Overview panel to enable this option and view the modification history.

Settings

Select a staffing group on the Overview panel to enable this option and do one of the following:

Change the name of the capacity plan.
Add or update the description.
Change the FTE definition.
Save changes.

Manage capacity plans

[NEXT] Was this article helpful?

Loading...

Manage capacity plans

[NEXT] Was this article helpful?