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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Estimate future workload and see how staffing assumptions affect coverage. Where to find it: Workforce → Forecasts, Staffing scenarios and Routing enforcement

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Before you start

  • Configuration permission and relevant support history.

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Steps

1
Choose the forecast period and inspect the historical coverage available for it.
2
Read expected volume ranges and any low-sample or insufficient-data warning.
3
Create a staffing scenario with average handling time, concurrent work, occupancy, time away from handling, backlog and service target assumptions.
4
Compare the scenario’s required coverage with your actual schedule. Change one assumption at a time to understand its effect.
5
If applying schedules to routing, review and enable the relevant Routing enforcement controls, then check actual assignments.

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Example

Compare a launch-day scenario with normal demand before deciding whether to add a shift.

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Things to know

  • A forecast is an estimate, not guaranteed demand.
  • A staffing scenario does not hire staff or automatically change a schedule.

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What happens next

Planning decisions are tied to explicit assumptions and visible data limitations.

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If something goes wrong

  • Insufficient history: use the warning to plan conservatively and revisit when more data exists.
  • Unrealistic staffing result: inspect handling time, concurrency and occupancy assumptions.

Plan shifts, breaks, leave and coverage

Arrange who is working and handle changes without losing sight of inbox coverage.

Understand conversation volume and team performance

Find the measures that answer a specific question about your support operation.