View results of capacity plans
AI-generated summary
Genesys Cloud's capacity planning system provides comprehensive workforce management analytics through its Admin interface, enabling organizations to view and analyze staffing metrics at weekly and monthly levels across business units and planning groups. The system uses a detailed FTE (Full-Time Equivalent) calculation framework that tracks Starting FTE, Attrition rates, New Hires FTE, Transfer FTE, ET/UT FTE changes, and Shrinkage percentages to calculate Planned FTE and Net FTE (productive capacity after shrinkage). The core Planned FTE formula combines Starting FTE minus Attrition FTE plus New Hire FTE plus Transfers FTE plus ET/UT FTE, with Shrinkage FTE derived from a percentage applied to Planned FTE.
Users can search and filter capacity plans using multiple date options—Future End Date, Anytime, or specific date ranges—then access interactive staffing analytics including Over/Under FTE metrics displayed in bar charts with detailed tooltips. The Staffing section displays critical metrics including Over/Under FTE (Planned FTE minus Required FTE), Required FTE for meeting service performance goals, and Planned FTE projections. At the monthly level, the system computes EOM Planned FTE, Average Planned FTE, Average Shrinkage FTE, and Average Net FTE, with Total Over/Under by Month bar charts showing FTE surplus or shortage across planning groups. The weekly view includes an Over/Under by Week bar chart showing weekly FTE variances, with staffing inputs tracking Starting FTE, attrition rates, and new hire FTE.
The Staffing Inputs tracks all component metrics including Transfers FTE (positive for transfers-in, negative for transfers-out, displayed as net values), ET/UT FTE gains or losses, and Shrinkage calculations that determine productive capacity. Average Planned FTE is calculated by summing daily planned FTE across open days in the month, divided by open days and multiplied by open days per week. Average Shrinkage Percentage is derived from Average Shrinkage FTE divided by Average Planned FTE, while Average Net FTE represents productive capacity after shrinkage is subtracted from planned FTE. The interface supports both collapsed and expanded views of FTE allocations with real-time updates, allowing dynamic workforce planning adjustments. All inputs can be modified in real-time to view updated capacity plan results, enabling organizations to determine whether each planning group is adequately staffed, forecast workforce requirements, identify staffing gaps, and optimize resource allocation. The platform provides access to related documentation on workforce management fundamentals, capacity plan creation and management, staffing group configuration, and community support resources for additional assistance
As a planner, you can view your capacity plan results weekly to see whether each planning group is adequately staffed within the business unit.
- 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 for which you want to view the capacity plans.
- The list of previously created capacity plans are displayed. You can select a capacity plan from this list to view or perform one of the following:
- Search for a capacity plan by entering its name in the search box, then select the plan from the results to view it.
- Filter on a timeframe using one of the following options. Then in the search results click the capacity plan to view. Note: The filter 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. For more information, see Manage capacity plans.
- Create new capacity plan and view the corresponding results. For more information, see Create a capacity plan.
Once you click the capacity plan link, the weekly business unit level results of the capacity plan is displayed.
Business unit level results
- 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 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-out 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 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.
- 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.
Staffing group and planning group association level results
- 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.
- The Over/Under section displays the following details:
- Collapsed view of Over/Under FTE by PG: Displays weekly FTE surplus or shortage for the planning group. Over/Under FTE = PG level Planned FTE – PG level Required FTE. Note: The sum of all planning groups match the values in the preceding chart.
- Expand each PG 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.
- Collapsed view of Over/Under FTE by PG: Displays weekly FTE surplus or shortage for the planning group. Over/Under FTE = PG level Planned FTE – PG level Required FTE.
- 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.
- 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. Note: The sum of all planning groups match the values in the preceding chart.
- 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.
At any point, you can modify the inputs and view updated results of the capacity plan. For more information, see Modify a capacity plan.
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