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Modify a capacity plan

You can modify capacity plans from the Staffing Associations page. All editable metrics are displayed as hyperlinks.

To modify a capacity plan, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Capacity Plans.
  3. Click Menu > Workforce Management > Capacity Planning > Capacity Plans.
  4. In the upper right corner, select the business unit in which you want to modify the capacity plan. 
  5. From the capacity plan list, select a capacity plan.
  6. The Business Unit Level Results page is displayed. On the right side of the page, click the Overview When clicked, it displays the Overview panel in the Business Unit view icon.
  7. From the Staffing Associations section of the Overview panel, select a planning group.
  8. The Staffing Associations page is displayed. Click the Modifications  icon.
  9. The Modifications panel is displayed. You can modify the values in the following fields:
    • Metric: Select the metric that you want to modify.
      • Starting FTE: You can modify only the first week of the capacity plan. All subsequent weeks are auto calculated.
      • Attrition %
      • New Hire FTE 
      • Transfers FTE 
      • ET/UT FTE 
      • Shrinkage %
    • Timeframe: You can modify single or multiple weeks. Select the appropriate option. 
    • Start Week: Select the first week that you want to modify from the drop-down.
    • End Week: If you are modifying multiple weeks, select the last week that you want to modify.
    • Staffing Groups: Select the staffing groups that you want to modify. You can apply the same modification to multiple staffing groups.
    • New value: Enter the new value for the metric.For more information about minimum and maximum values, see .
      Note: ET/UT FTE is the only metric that you can enter as a negative or positive number.
    • Note: (Optional) Enter the required notes. You can enter up to 200 characters. 
    • Transfers modifications
      • Temporary or Permanent: Select whether the transfer is permanent or temporary.
      • Timeframe: Select the start week if you selected permanent as the option. Select the start and end week if you selected temporary as the option.
      • Source: Select the staffing group from which the transfers are done.
      • Destination: Select the staffing group to which the transfers are done.
        Note: You can set the source or the destination to Unspecified.

        Note: You can add more than one transfer for the same staffing group and the same week. If that occurs , then the value that  displays in the grid is the net of all transfers in that week. The Transfer Details section displays all transfers for the source staffing group occurring in the start week.

  10. Click Save. All results in the capacity plan are automatically recalculated based on the modifications made.

Modifications to the input grid

You can modify metrics for a single week directly in the Staffing Inputs section. You can perform transfers from the modification panel and not directly from the input grid.

To modify metrics, perform the following steps:

  1. Click the metric you want to modify. The editable metrics appear as hyperlinks.
  2. Enter the new value.
  3. Press Enter or return on your keyboard.
  4. Genesys Cloud saves the modification and automatically recalculates the capacity plan results.

When you click a metric, Genesys Cloud automatically expands the modifications panel on the right. The metric, start week, staffing group, and new value fields are automatically populated based on the metric, week, and staffing group that you clicked. You can choose to modify multiple weeks by changing the timeframe from a single week to consecutive weeks and entering the end week. The new value defaults to the current value so you need to manually update it.

Modification history

All modifications you make to a capacity plan are stored in the Modification history section. To view past modifications, perform the following steps:

  1. In the Staffing Associations page, click the Modifications History Displays the details of modifications done to the capacity plan. icon. 
    Note: Select a staffing group on the Overview panel to enable this option.
  2. All previous modifications are listed in the panel by date and time that they were modified. Each modification is collapsed and displays the metric that was modified.
  3. Expand a modification to see the following details:
    • Modified by
    • Weeks modified
    • Staffing Groups modified
    • Value modified
    • Notes added: Hover over the Notes Displays the details of changes made.icon to see the details of the notes.
  4. To view all modifications that were made, use the Filter and select one or more staffing groups.

Delete modification history

  1. In the Staffing Associations page, click the Modification History Displays the delete details of modifications done. icon.
    Note: Select a staffing group on the Overview panel to enable this option.
  2. In the Modification History panel, click the Delete Modification History icon.
  3. In the dialog box that appears, enter a date for deletion. All modification history before this date is permanently deleted.
  4. Click Next.
  5. Click Delete. This permanently deletes the modification history selected and cannot be undone.
    Note: This action does not delete the actual modification and therefore does not change any capacity plan results.