• Over/Under by Week section: Displays a bar chart showing weekly FTE surplus or shortage for the business unit. You can hover over a week to see a tooltip with that week’s Over/Under FTE, Required FTE, and Planned FTE details. 
• The Forecast Inputs section displays the total business unit level weekly offered and average hold time (AHT) used in the capacity plan to generate requirements.
• The Staffing Summary section displays the following details:
  • Over/Under: Displays the same values that are in the bar chart. Over/Under FTE = Planned FTE – Required FTE.
  • Required FTE: Indicates the FTE required for the week to meet the service performance goal, including shrinkage.
  • Planned FTE: Indicates the projected FTE available to support the planning groups. For more information, see the following staffing inputs summary calculation.
• The Staffing Inputs Summary section displays the following details:
  • Starting FTE: Indicates the FTE available at the start of the week. For the first week of the capacity plan, this value is derived from the values entered when creating the plan. For more information, see Create a new capacity plan. For subsequent weeks, the starting FTE is based on the previous week’s planned FTE – ET/UT FTE.
  • Attrition %: Indicates the weekly attrition rate. This value is based on the inputs provided when creating a capacity plan. For more information, see Create a new capacity plan.
  • Attrition FTE: Indicates the number of FTE expected to leave that week. Attrition FTE = Starting FTE * Attrition %.
  • New Hires FTE: Indicates the FTE of new hires who completed training and are scheduled to start handling interactions during the specified week. This is a manual entry via modifications.
  • Transfers FTE: Indicates the FTE that is either transferring out of or into that staffing group. A transfer-in is denoted by a positive value and a transfer-out is denoted by a negative value.
    Note: The net value of the transfers is displayed when there are both transfers in and out in the same week for a staffing group. For example: When there are five FTE transfer-outs and three FTE transfer-in, then the net value that displays is -2.
  • ET/UT FTE: This metric can be a positive or negative value. It indicates that the number of FTE lost or gained for that specific week.
  • Planned FTE: Indicates the projected FTE available to support the planning groups. Planned FTE = Starting FTE – Attrition FTE + New Hire FTE + Transfers FTE + ET/UT FTE. 
  • Shrinkage %: Indicates the total shrinkage percentage for the week. This value is derived from the inputs entered during the creation of a new capacity plan. For more information, see Create a new capacity plan.
  • Shrinkage FTE: Indicates the total shrinkage FTE for the week. Shrinkage FTE = Planned FTE * Shrinkage %.
  • Net FTE: Indicates the productive FTE for the week once shrinkage has been applied. Net FTE = Planned FTE – Shrinkage FTE.

You can view business unit level results at a monthly level as well. To view the results at a monthly level, from the Granularity list at the upper right corner of the page, select Monthly. The monthly level results are displayed with the following details.

• Over/under by Month section displays a bar chart of the FTE surplus or shortage for the business unit. You can hover over a month to see a tooltip with that month’s Over/Under FTE, Required FTE, and Planned FTE details.
  Note: Details of partial months are not displayed.
• Forecast Inputs section displays the total business unit level monthly offered and AHT used in the capacity plan to generate requirements.
• The Staffing Summary section displays the following details:
  • Over/Under: Displays the same values that are in the bar chart. Over/Under FTE = Average Planned FTE – Average Required FTE.
  • Average Required FTE: Indicates the FTE required for the month to meet the service performance goal, including shrinkage.
  • Average Planned FTE: Indicates the projected FTE available for the month. For more information, see the following staffing inputs summary calculations.
• The Staffing Inputs Summary section displays the following details:
  • Starting FTE: Indicates the FTE that is available at the start of the month. For the first month of the capacity plan this value is derived from the values entered when you create the plan. For more information, see Create a new capacity plan. For subsequent weeks, the starting FTE is based on the previous month’s EOM planned FTE – previous month’s ET/UT.
  • Attrition %: Indicates the monthly attrition rate. Attrition % = Attrition FTE/Starting FTE.
  • Attrition FTE: Indicates the FTE expected to leave that month. Attrition FTE = sum of attrition FTE for every day in the month.
  • New Hire FTE: Indicates the FTE of new hires who completed training and are scheduled to start handling interactions that month. New Hires FTE = sum of New Hire FTE for every day in the month.
  • Transfers FTE: Indicates the net of all transfers in and out of that staffing group in the month. Transfers FTE = sum of all transfers for the staffing group for every day in the month.
  • ET/UT FTE: Indicates the net total FTE gained or lost that month. ET/UT FTE = sum of all ET/UT for every day in the month.
  • EOM Planned FTE: Indicates the projected FTE available at the end of the month to support the planning groups. EOM Planned FTE = Starting FTE – Attrition FTE + New Hire FTE + Transfers FTE + ET/UT FTE.
  • Average Planned FTE: Indicates the projected FTE available for the month to support the planning groups. Average Planned FTE = The sum of all Planned FTE for every day in the month / number of open days in the month * number of open days in a week.
  • Average Shrinkage %: Indicates the total shrinkage % for the month. Average Shrinkage % = Average Shrinkage FTE/Average Planned FTE.
  • Average Shrinkage FTE: Indicates the total Shrinkage FTE for the month. Average Shrinkage FTE = The sum of all Shrinkage FTE for every day in the month / number of open days in the month * number of open days in a week.
  • Average Net FTE: Indicates the productive FTE for the month once shrinkage has been applied. Average Net FTE = Average Planned FTE – Average Shrinkage FTE.

• Total Over/under by Week section: Displays a bar chart showing weekly FTE surplus or shortage for the planning groups in the selected staffing association group. You can hover over a week to see a tooltip with that week’s Over/Under FTE, Required FTE, and Planned FTE details. 
• Forecast Inputs section displays the aggregated weekly offered and AHT for the selected planning groups, in addition to the offered and AHT for each individual planning group.
• The Over/Under section displays the following details:
  
  • Collapsed view Over/Under FTE for Total PGs: Displays weekly surplus or shortage for all planning groups within the PG/SG association group. Over/Under FTE = Total Planned FTE – Total Required FTE.
  • Expand each PG and total to view more details:  
    • Required FTE: Indicates the FTE required for that PG to meet the service performance goal, including shrinkage.
    • Planned FTE: Indicates the projected FTE available to support the planning group. For more information, see the following staffing inputs calculation.
• The Staffing Inputs section displays the following details: 
  • Collapsed view of the Starting FTE of each Staffing Group: Indicates the FTE available at the start of the week. For the first week of the capacity plan, this value is derived from the values entered when creating the plan. For more information, see Create a new capacity plan. For subsequent weeks, the starting FTE is the previous week’s planned ET/UT FTE.
  • Each Staffing Group can be expanded to view these additional metrics:
    • Attrition %: Indicates the weekly attrition rate. This value is derived from the inputs provided when creating a capacity plan. For more information, see Create a new capacity plan.
    • Attrition FTE: Indicates the number of FTE expected to leave that week. Attrition FTE = Starting FTE * Attrition %.
    • New Hires FTE: Indicates the FTE of new hires who completed training and are scheduled to start handling interactions during the specified week. This is a manual entry made via modifications. 
    • Transfers FTE: Indicates the net of all transfers in and out of that staffing group in that week.
    • ET/UT FTE: Indicates the net total FTE gained or lost that week.
    • Planned FTE: Indicates the projected FTE available to support the planning groups. Planned FTE = Starting FTE – Attrition FTE + New Hire FTE + Transfers FTE + ET/UT FTE. Expand the Planned FTE and view the amount of planned FTE from the staffing group allocated to each planning group that it supports. 
    • Shrinkage %: Indicates the total shrinkage percentage for the week. This value is derived from the inputs entered during the creation of a new capacity plan. For more information, see Create a new capacity plan.
    • Shrinkage FTE: Indicates the total shrinkage FTE for the week. Shrinkage FTE = Planned FTE * Shrinkage %.
    • Net FTE: Indicates the productive FTE for the week once shrinkage has been applied. Net FTE = Planned FTE – Shrinkage FTE.

You can view the planning group/staffing group level results at a monthly level as well.  From the Granularity list at the upper right corner of the page, select Monthly to change results to monthly.

• Total Over/under by Month section: Displays a bar chart with the monthly FTE surplus or shortage for the planning groups in the selected staffing association group.  You can hover over a week to see a tooltip with that month’s Over/Under FTE, Required FTE, and Planned FTE details.
  Note: Details of partial months are not displayed.
• Forecast Inputs section displays the aggregated monthly offered and AHT for the selected planning groups, in addition to the offered and AHT for each individual planning group.
• The Over/Under section displays the following details:
  • Collapsed view of Over/Under FTE by PG: Displays monthly FTE surplus or shortage for the planning group. Over/Under FTE = PG level Average Planned FTE – PG level Average Required FTE. 
  • Collapsed view of Over/Under FTE for Total PGs: Displays monthly FTE surplus or shortage of all planning groups within the PG/SG association group. Over/Under FTE = Average Planned FTE – Average Required FTE.
  • Expand each PG to view more details:
    • Average Required FTE: Indicates the FTE required for that PG to meet the service performance goal, including shrinkage for the month.
    • Average Planned FTE: Indicates the projected FTE available to support the planning group for the month. For more information, see the following staffing inputs calculation.
• The Staffing Inputs section displays the following details:
  • Collapsed view of the Starting FTE of each Staffing Group: Indicates the FTE available at the start of the month. For the first month of the capacity plan, this value is derived from the values entered when creating the plan. For more information, see Create a new capacity plan. For subsequent months, the starting FTE is the previous month’s EOM planned FTE – previous month’s ET/UT FTE. 
  • Each Staffing Group can be expanded to view these additional metrics:
    • Attrition %: Indicates the monthly attrition rate. Attrition % = Attrition FTE/Starting FTE.
    • Attrition FTE: Indicates the number of FTE expected to leave that month. Attrition FTE = sum of attrition FTE for every day in the month.
    • New Hires FTE: Indicates the FTE of new hires who completed training and are scheduled to start handling interactions during the month. New Hires FTE = sum of New Hire FTE for every day in the month.
    • Transfers FTE: Indicates the net of all transfers in and out of that Staffing Group in the month. Transfers FTE = sum of all transfers for the staffing group for every day in the month.
    • ET/UT FTE: Indicates the net total FTE gained or lost that month. ET/UT FTE = sum of all ET/UT for every day in the month
    • EOM Planned FTE: Indicates the projected FTE available at the end of the month to support the planning groups. EOM Planned FTE = Starting FTE – Attrition FTE + New Hire FTE + Transfers FTE + ET/UT FTE.
    • Average Planned FTE: Indicates the projected FTE available for the month to support the planning groups.  Average Planned FTE = sum of the staffing group’s planned FTE for every day in the month/number of open days in the month * number of open days in a week.
    • Average Shrinkage %: Indicates the total shrinkage % for the month. Average Shrinkage % = Average Shrinkage FTE/Average Planned FTE.
    • Average Shrinkage FTE: Indicates the total Shrinkage FTE for the month. Average Shrinkage FTE = sum of the Staffing Group’s Shrinkage FTE for every day in the month / number of open days in the month * number of open days in a week.
    • Average Net FTE: Indicates the productive FTE for the month once shrinkage has been applied. Average Net FTE = Average Planned FTE – Average Shrinkage FTE.