Update capacity value and reservation for a territory in capacity console

The Capacity Console provides flexibility for capacity planners and managers to modify capacity value and reservation rule for better allocation of resources. Reservations determine the demand channels applicable and the percentage allocation of capacity for each channel on a given day.

Before you begin

Role required: fsm_adv_cap_mgmt.wm_capacity_planner, sn_fsm_capacity_mg.wm_capacity_write

About this task

Use contextual side panel (CSP) to:

• Update capacity value: Capacity values can be modified for hours and tasks but not for agent schedules. Agent schedule values are dynamically calculated and cannot be adjusted manually.
• Create or modify reservation: The CSP allows two types of reservation updates:
  • Create a new reservation: Use this option to define a new reservation and apply it to the selected context.
  • Override reservation: Replace the current reservation with another from the existing list.
  Note:

  The Copy & Modify Reservation option is available only in the Territory Summary section.

Procedure

1. Navigate to All > CSM/FSM configurable workspace > Capacity console.
2. Select the Group by filter and choose Territory.
3. Locate the Summary row or an event for a specific duration within the territory.
4. Click on an event or data row in the calendar.
   The Territory summary page appears in the contextual side panel.
5. To update the capacity value, select the Edit icon and change the value in terms of hours or tasks in whichever way the capacity definition is defined.
6. To change the applied reservation, select the Actions icon and click Override Reservation.
   1. In the Reservation field, select an existing reservation from the drop-down menu.
      Example: Base Rule for All Territories.
   2. Click Apply Override to enforce the selected rule.
7. To create a new reservation by making a copy of current reservation, select Copy & Modify Reservation.
   1. In the New reservation name field, enter the reservation name.
   2. Change the values of the reservation as needed or add and remove demand channels.
      Example: Fiber Repair: 25% with a maximum overflow of 100%.
   3. Click Apply modified reservation.

Reservation Modifications

1. Capacity assignment of type agent schedule - Scenario: Aurora (Daily assignment)
   • Adjust the reservation to allocate 10% capacity for Copper Repair and 30% for Fiber Repair.
   • Save the modified reservation to apply changes for the selected day.
2. Capacity assignment of type hours - Scenario: San Diego (Monthly assignment)
   • Modify the fixed capacity value (e.g., reduce from 200 hours to 180 hours).
   • Change the reservation to better align with the long-term capacity plan.
3. Capacity assignment of type tasks - Scenario: Chicago (Daily assignment)
   1. Modify the fixed capacity value (e.g., reduce from 20 tasks to 10 tasks).
   2. Change the reservation to better align with the long-term capacity plan.

The following snapshots showcases the actions performed in the contextual side panel of the capacity console.