Capacity plan types in Connect Customer
When you create a capacity plan, you choose a Plan type. Your choice sets the purpose of the plan, the forecast inputs, and the output format.
Connect Customer provides the following plan types:
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Hiring plan — Focused on hiring and workforce planning. Produces daily, weekly, or monthly FTE estimates you can share with Human Resources and Finance.
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Scheduling plan — Focused on scheduling and resource use. Produces headcount needs and service level data at 15-minute or 30-minute intervals.
Forecast requirements by plan type
Each plan type has different forecast needs:
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Hiring plan — Requires a published long-term forecast and a published short-term forecast. The two must overlap by at least one day. For best results, use at least 4 weeks of overlap.
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Scheduling plan — Requires only a published short-term forecast. No long-term forecast is needed. If the short-term forecast is not published, you cannot generate a Scheduling plan.
Date range requirements
For a Scheduling plan, the plan start and end dates must fall within the short-term forecast date range. For a Hiring plan, the plan dates use the long-term forecast range instead.
Shrinkage
Both plan types support a total shrinkage percentage. Enter this value in the Shrinkage field in the Scenario inputs section when you Create capacity planning scenarios. You can override this value with interval-level or day-level values by uploading a CSV on the Import tab.
