View Long-Term Plans
Updated
Long‑Term Plans (LTPs) provide extended‑range forecasts that help organizations anticipate staffing needs over months or years. After you create a plan and it successfully transitions to the Draft state, you can view and review its details.
This document explains how to view Long‑Term Plans and interpret the information displayed for each plan. It walks you through the LTP list and detail views, helping you understand key attributes, statuses, and related metadata. You’ll also learn how to access additional LTP‑related information to monitor, review, and manage your long‑term plans effectively.
Follow these steps to view a Long-Term Plan:
Navigate to the Long-Term Plans record manager.
Click the View Long-Term Plan (Eye icon) button corresponding to the Long-Term Plan to be viewed. This will open a detailed view of the Long-Term Plan.
This view is divided into two main sections: Long-Term Forecast and Capacity Plan. Each section can be expanded or collapsed for easier navigation. Together, these sections help you understand both demand forecasting and staffing capacity over time.
Long-Term Forecast
The Long‑Term Forecast view displays week‑by‑week forecast data used as the foundation for long‑term planning (LTP). It helps you understand expected workload, handling time assumptions, and the impact of forecast Initiatives before capacity and headcount (HC) calculations are applied.
The data is presented in a tabular format, with forecast metrics organized into logical sections and displayed across a multi‑week timeline.
Baseline Forecast
The Baseline Forecast section shows the original forecast assumptions before any Initiatives are applied. The following parameters provide details about the baseline forecast.
Parameter | Description |
Forecasted Contacts | Represents the expected number of customer contacts for each week. |
Forecasted AHT | Represents the Average Handling Time (AHT), in seconds, assumed for each contact. AHT is a key input that directly impacts required capacity and headcount calculations. |
Initiatives
The Initiatives section shows forecast with adjustments applied on top of the baseline. Initiatives allow you to model the impact of business changes that may increase or decrease demand compared to the baseline forecast.
The following parameters provide details about the applied Initiatives.
Parameter | Description |
Change in Offered Contacts | Represents an absolute increase or decrease in forecasted contacts for the selected weeks. |
Change in AHT | Represents an absolute change to AHT. |
Total Forecast
The Total Forecast section shows the final forecast values after applying all initiatives to the baseline. The following parameters provide details on the total forecast.
Parameter | Description |
Total Offered Contacts | Represents the final number of forecasted contacts for each week. |
Total AHT | Represents the final Average Handling Time after adjusting for all Initiatives. |
Capacity Plan
The Capacity Plan section provides a week‑by‑week breakdown of capacity planning metrics for a long‑term plan (LTP). It helps you understand required capacity, available headcount (HC), and capacity gaps over time, enabling informed workforce planning and decision‑making.
The data is organized into the following sub-sections, with metrics displayed across a configurable weekly timeline.
Required Capacity
The Required Capacity section displays the calculated workforce capacity needed to meet forecasted demand for each week. The following parameters provide details about the required capacity.
Parameter | Description |
Net Required Hours | Represents the total number of productive hours required to handle forecasted workload for the week, after accounting for efficiency and shrinkage factors. |
Concurrency | Indicates the number of simultaneous tasks or interactions an agent is expected to handle. |
Occupancy % | Represents the percentage of an agent’s productive time expected to be actively engaged in work. |
In Office Shrinkage % | Represents time lost during working hours due to meetings, breaks, training, or other internal activities. |
Out of Office Shrinkage % | Represents time lost due to absences such as Time Offs or holidays. |
Required HC (Headcount) | Represents the total headcount required to meet demand for the given week. It is calculated using the Net Required Hours, Concurrency, Occupancy, and Shrinkage values. |
Available Capacity
The Available Capacity section shows the headcount that is actually available to meet demand. The following parameters provide details about the available capacity.
Parameter | Description |
Available HC in Production | Represents the number of agents actively available for production work in each week. |
Available HC in Training | Represents agents who are currently in training and not yet available for production. Displayed as "--" when no training HC is configured or applicable. |
Available HC in OJT (On‑the‑Job Training) | Represents agents who are in OJT and may have limited productivity. Displayed as -- when OJT data is not available or not applicable. |
Total Available HC | Represents the total headcount available across all categories. |
Total Rosterable HC | Represents the total headcount that can be rostered or scheduled. |
Baseline Capacity Delta
The Baseline Capacity Delta section highlights the difference between required and available capacity, helping you identify potential understaffing or overstaffing. The following parameters provide details about the baseline capacity difference.
Parameter | Description |
Against Available HC | Represents the capacity surplus or deficit for each week. It is calculated: Total Available HC – Required HC, where a positive value indicates overstaffing and a negative value indicates understaffing.. |
Against Rosterable HC | Represents the capacity surplus or deficit for each week. It is calculated: Total Rosterable HC – Required HC, where a positive value indicates overstaffing and a negative value indicates understaffing. |
Week Selector
The Week Selector lets you control the time range for which Long‑Term Plan (LTP) data is displayed across Long-Term Forecast and Capacity Plan views. By selecting a starting and ending week, you can focus on a specific planning window or review the entire duration of the LTP.
The selected week range applies consistently across all LTP data tables and metrics.
The Week Selector is available in the header area and displays the currently selected date range. Selecting the Week Selector opens the Configure Weeks dialog box.
In this dialog box, you can configure the Starting Week and Ending Week for the date range for which data is displayed. After selecting the starting and ending weeks, select Save to apply the week range and update all Long‑Term Plan (LTP) data views.
Inline Updates to Long-Term Plan Data
Inline updates allow you to make quick changes to forecast, capacity, and related values without navigating away or opening separate dialogs, helping you review and refine plans more efficiently. This section describes how you can update long‑term plan (LTP) data directly within the user interface.
While viewing a Long‑Term Plan, double‑click the cell you want to update based on the parameter and week. For example, to update Forecasted Contacts for Week 2, scroll to the Forecasted Contacts row and double‑click the cell under the Week 2 column. Press Enter to save the updated value.
The following Long-Term Plan parameters support inline editing:
Long Term Forecast Section
Forecasted Contacts (Base Forecast sub-section)
Forecasted AHT (Base Forecast sub-section)
Change in Offered Contacts (Initiatives sub-section)
Change in AHT (Initiatives sub-section)
Capacity Plan Section
Concurrency (Required Capacity sub-section)
Occupancy % (Required Capacity sub-section)
In Office Shrinkage % (Required Capacity sub-section)
Out Of Office Shrinkage % (Required Capacity sub-section)
Available HC in Training (Available Capacity sub-section)
Available HC in OJT (Available Capacity sub-section)