Staff Planning
The Staff Planning report displays the projected number of employees needed to meet required staffing levels for the identified time frame.
The human resources displayed in this report are configured on the Manage strategic resources page.
In order to run this report, you must already have a strategic forecast generated for the service queue.
How the report is calculated
The number of each human resource type to be planned for any given month = (forecasted agent count for the month) × (resource ratio of the base resource to the agent resource) × (resource ratio for this resource).
If there is one supervisor for every 10 agents and one manager for every two supervisors, then the formula to compute the number of managers needed in a month where the forecasted number of agents is 100 is:
100 × (1/10) × (1/2) = 5 managers
The fields that appear in the report depend on the human resources that are configured on the Strategic Resources page. You cannot customize the order in which the fields appear.