A structured, calculation-driven planning tool for contact centres and operations teams. Replace fragile spreadsheets with a unified view across regions, channels, and agents.
Start Free TrialHeadline KPIs, agent utilisation, regional drill-down, capacity vs forecast trends, vertical summaries, and auto-generated alerts. Filter by region or country with cascading chips.
Drag sliders for volume, AHT, shrinkage, or occupancy. FTE recalculates in real time. Toggle between planner forecasts and statistical trend projection, side by side.
Define program skills, track agent competency, and manage training allocations with adjustable time per agent. See effective FTE after training drag, capacity headroom, and skill depth across the team. Glide path projects completion with scenario sliders. StC tier promotion on completion.
Standalone what-if planner with 12-month volume × AHT grids. Pick any region — working days auto-populate from regional holidays. Export to CSV or PDF.
Benchmark regions against each other, compare the same program across geographies, or pick any set of programs to compare on the fly. Export scorecards as CSV.
Assign agents across programs, projects, and training by percentage. Automatic over/under-allocation warnings. Ring-fenced vs multi-skilled operating models built in.
Add a new region and Claude generates the public holidays automatically. Admin reviews, edits, and confirms before saving. Working days flow into every FTE calculation.
CSV upload for agents, volumes, AHT, actuals, and skill matrices. Preview every change before committing. Templates and clear error reporting included.
The full planner works on phone and tablet. Hamburger menu, responsive grids, and horizontal-scroll tables — review your KPIs from anywhere.
Every planning problem reduces to "how many people do we need?" — but contact centres, case teams, and monitoring functions all compute that answer differently. Capacity Planner handles all three, so every channel on every program rolls up to a single required FTE position.
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