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v1.1 - 2/07/23
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How to use this template
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This is a view-only file and can't be edited
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Create a copy of this template to make it your own
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File >> Make a Copy (top lefthand corner)
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*Cells that need user input are in
yellow
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Weekly Capacity Plan - Term Definitions
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SLA
The service level % you want to acheive
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First Response (sec)
The first response target for your SLA goal
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Starting HC
The headcount (HC) at the start of your Capacity Planning model
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FTE Weekly Hours
The full amount of hours an agent is scheduled in the system per week. Usually 40 - 42.5 (with lunches scheduled)
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Shrinkage %
The weekly shrinkage % per agent
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Annual Attrit
Your annualized attrition %
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Training Weeks
Amount of weeks agents will be in training before graduating to production
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Training Ticketing Hours
The amount of hours per week that each training agent will work on directly helping customers
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Volume Arrival Tab
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Here you input your volume arrival patterns for the queue you are Capacity Planning for
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All the percentages should add up to 100%
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The percentages should follow your HOOP (Hours of Operation)
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Change log
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02/07/2023
Added cost estimates (rows 36-38) and the required inputs (C15 - C16)
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