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One platform from forecast to schedule to real-time execution
Capacity Planner replaces the patchwork of spreadsheets, emails, and tribal knowledge that workforce teams rely on today. Volume forecasts flow into capacity plans, capacity plans set FTE requirements, requirements drive schedules and shift bids, and real-time adherence closes the loop — all on a single queue-level source of truth.
A tour of the platform — live screens
These are real, live views of the app rendered right here — not mockups. Click Open on any card to jump into that screen.
Capacity Plan
The heart of the platform — an Excel-like weekly and monthly grid where forecasts, inventory, shrinkage, and headcount meet.
- Inventory chains automatically: closing becomes next week’s opening
- Clear-Inventory vs Received FTE shows exactly what zero carryover costs
- Edit at queue level — every roll-up recalculates instantly
FTE Requirement Strategy
Define staffing needs down to the 15-minute interval in a weekly matrix, or by shift, day, or template — per scenario.
- Excel-like matrix with copy, paste, and drag-fill
- Baseline, Peak Season, and Holiday scenarios side by side
- Hours of operation drive the grid — no wasted intervals
Staffing Dashboard
Live KPIs and drill-down charts answer leadership questions from real data, not last week’s deck.
- Required vs Productive FTE and O/U gaps at a glance
- Volume, AHT, and headcount trends per LOB, Team, or Queue
- Every grid exports to CSV in one click
Scheduling Suite
Drag-and-drop timelines, rotation patterns, activity codes with a 200-icon library, and one-click bulk generation.
- 100+ schedules generated in minutes, not days
- Timezone-aware views for distributed teams
- Every block is coded — feeding adherence and reporting
Shift Bidding & Awards
Agents rank their preferred schedules; the award engine scores, awards, and publishes — fully audited.
- 13 bidding strategies and 8 award methods to match your policy
- Eligibility rules, capacities, tie-breakers, and fallbacks built in
- Every decision logged — no favoritism disputes
Employee Portal
Employees see schedules, clock in against activity codes, request PTO, set availability, and rank shift bids — all self-service.
- "What’s my schedule?" emails drop to near zero
- Activity-coded time clock with a daily log
- Instant notifications on every request decision
Real-Time Adherence
A live grid compares each agent’s scheduled activity against their actual clock state, with smart equivalence rules.
- Out-of-adherence agents surface the moment it happens
- Equivalent and exempt codes prevent false alarms
- One-click notify pings the agent directly
Workforce planning is broken by spreadsheets
Every pain point below maps directly to a capability in this platform.
Planning data scattered across dozens of spreadsheets that never agree
Queue-level source of truth: every number is entered once at the queue and rolled up to Work Type, Team, and LOB automatically.
Forecasts, capacity plans, and schedules built by different people with different assumptions
Active forecasts feed the capacity plan; FTE requirements feed scheduling; assumptions (AHT, shrinkage, occupancy) are centrally governed.
Shift allocation feels unfair and generates grievances
Configurable, transparent bidding with published rules, scored awards, tie-breakers, and a complete audit trail.
Managers drown in schedule questions, swap requests, and PTO emails
The employee portal makes schedules, requests, bids, and balances self-service — with automatic notifications on every decision.
Nobody knows adherence until the day after
Real-time adherence compares live clock states against scheduled activities with smart equivalence rules.
Backlog surprises: carryover quietly piles up until SLAs blow
Inventory chaining plus targeted carryover days and Clear-Inventory FTE rows show exactly what it takes to get to zero.
Every module, one connected workflow
From org structure to real-time execution — each module feeds the next, so data is entered once and used everywhere.
Hierarchy Management
A single source of truth for your org structure: LOB → Team → Work Type → Queue, with locations, auto-generated codes (L01/T01/WT01/Q01), bulk import/export, and side-by-side tree + detail editing.
Forecast Planning
Short and long-term volume forecasts per queue using historical trends, seasonality, weekly weightings, or driver × contact-rate models — with per-week manual adjustments and lifecycle statuses (draft → active → locked).
Capacity Plan
A weekly + monthly Excel-like grid tying it all together: inventory chaining, carryover targets, AHT/VPH, shrinkage, Required vs Productive FTE (Clear Inventory and Received views), O/U gaps, and headcount tracker — all editable at queue level and rolled up automatically.
FTE Requirement Strategy
Define staffing needs per queue by interval (15/30/60 min weekly matrix), shift, daily, or weekly template — with hours of operation, scenarios (Baseline, Peak, Holiday), and side-by-side scenario comparison.
Employee Management & Roster
Full roster with employment types, statuses, skills, queues, locations, seniority, bulk updates, imports, LOA and Ramp management, movement logs, and week-over-week headcount tracking with drill-down breakdowns.
Scheduling Suite
Schedule patterns with rotation weeks, drag-and-drop timeline editing, activity codes with a 200-icon library, timezone-aware views, schedule releases, copy tools, and one-click schedule generation runs.
Shift Bidding & Flexible Scheduling
13 bidding strategies (weekly pattern, rotation, days-off, open shift, OT/VTO, self-scheduling…), 8 award methods (seniority, performance, weighted, lottery…), eligibility rules, tie-breakers, fallbacks, and a full audit log.
Per Diem Scheduling
Per diem staff submit weekly availability; the system auto-matches them to staffing requirements respecting max hours, shift limits, and preferences.
Field Agent Scheduling
Map-based appointment dispatch with free geocoding, dispatch hubs, numbered route visualization, greedy nearest-neighbour auto-assignment, and route optimization.
Real-Time Adherence (RTA)
Live grid comparing scheduled activity vs actual portal state, with equivalence rules, exempt codes, adherence KPIs, charts, and one-click notify.
Employee Portal
Employees see schedules, clock in/out against activity codes with a daily activity log, submit PTO and schedule-change requests, set availability, rank shift bids, view team and productivity, and get notifications.
PTO Governance
Time-off groups with daily allowances, balances (vacation, sick, floating), accrual profiles, carryover caps, blackout dates, notice rules, and an approval workflow with automatic decision notifications.
Dashboards & Reporting
Staffing dashboard with KPI grids and drill-down charts, headcount dashboards, gap analysis views, schedule reports, and CSV export from every grid.
Data Import & Multi-Tenancy
Template-driven CSV imports for hierarchy, roster, workload, availability, and assignments — all scoped per company with role-based access and onboarding flow.
Processes that run themselves
Where teams used to burn hours on repetitive admin, the platform runs rules-based engines.
A bid closes, a schedule run starts, or a timer fires — no human needed to kick it off.
Rules run: scoring, eligibility, capacities, tie-breakers, matching, and routing — consistently, every time.
Assignments, schedules, notifications, and audit entries are written automatically.
What took days of spreadsheet admin now completes in minutes — fully auditable.
Bid Award Engine
Runs the entire award process — scores every submission by seniority/performance/weighted rules, applies eligibility, capacities, tie-breakers, and fallbacks, then generates schedule assignments and audit entries.
Schedule Generation Runs
Generates employee schedules in bulk from assigned patterns and availability, respecting activation dates and defaults.
Inventory & Carryover Chaining
Each week’s closing inventory automatically becomes next week’s opening; completed capacity, carryover, and closing recalculate live as you edit AHT, shrinkage, or headcount.
Auto Clock-Out
Scheduled backend job closes forgotten open time-clock entries so productivity and adherence data stay clean.
Sequential Code Generation
Concurrency-safe backend service assigns the next L/T/WT/Q hierarchy codes — codes are never duplicated or reused.
Request & Decision Notifications
PTO and schedule-change decisions automatically notify employees in the portal; RTA lets supervisors ping out-of-adherence agents instantly.
Per Diem Auto-Matching
Matches submitted availability against open staffing requirements, honoring hour caps and preferences, and books the assignments.
Route Auto-Assignment
Assigns field appointments to agents by proximity and optimizes stop order with nearest-neighbour routing.
Time saved, week after week
A model of the recurring effort eliminated for a typical workforce operations team.
| Recurring Task | Before (manual) | With Capacity Planner | Time Saved |
|---|---|---|---|
| Building a weekly capacity plan | 6–8 hrs in Excel | ~30 min of review | 90% |
| Running a shift bid cycle | 2–3 days of admin | ~1 hr setup + 1 click | 95% |
| Generating team schedules | 4–6 hrs / week | ~15 min / week | 95% |
| Producing a volume forecast | 1–2 days / cycle | ~1 hr with adjustments | 85% |
| Answering schedule questions | 5–10 hrs / week (managers) | Self-service portal | ~100% |
| PTO request handling | ~15 min / request | Rules + 1-click decision | 80% |
| Headcount reconciliation | 3–4 hrs / week | Live WoW tracker | 90% |
| Field route planning | 1–2 hrs / day | Auto-assign + optimize | 85% |
Estimates based on typical workforce-management teams of 50–500 employees; actual savings vary by organization.