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Page Content:    This page describes the information displayed in the Capacity Planning view, how to add and edit planning and limitations records, and how to use CSV files to add multiple records to a plan.

Watch Video: For an overview of this feature, watch the Capacity Planning video.

Note

This is an optional add-on module that is not included in Service Edge editions.

Overview

Capacity Planning helps in allocating available resources (or crews) to tasks according to a work plan. The work plan includes prioritizing the demand categories (task types, task categories, or another category) in order to ensure that more capacity is reserved for categories with higher priority.

it is possible to manage capacity, for the purpose of planning, by any category relevant to the organization. Tasks can be configured to be grouped by task type, task type categories or by any other category that is related to tasks. The task type provides general information about task requirements: task calendar, estimated task duration, expected due date (according to the Service Level Agreement - SLA) and the required skill set. A task category is a group of related task types. For example, the Preventive Maintenance category of a service provider can include Line Test, Routine Test, and Test Switch task types. 

You can also group tasks according to a different category, for example, according to business lines. In order to support a different category, the values of the category need to be in a dictionary defined on the Task object and, the calendar, SLA, duration, and skills (if required) need to be configured per category value. 

The connection between the resource availability and the task categories (demand categories) can be based on skills or on a direct connection between the resources and the demand categories. For example, the demand category might require skills 1,2,3 and resources who have these skills can be available for this category.

If the connection is not based on skills, the demand category values need to be managed as a multi-value on the Resource object. For example, if the multi-value indicates that a specific resource can work on demand categories A and B, their availability will be added to these two categories

Resources might have specific requirement sets (for example skills) suitable for more than one demand category.  In this case, the planner needs to know that the resource availability of a demand category is reduced due to scheduled tasks of another demand category which share the same resource availability. The Shared Capacity feature enables displaying, for a demand category, the hours which resources with specific requirement sets for performing a specific demand category, were already assigned to a different demand category. Thereby adding the impact of scheduled tasks (used hours) of one category on the remaining availability of another demand category

After comparing the forecast to the available capacity and the used capacity, the planner can adjust the capacity limits to make sure that the required demand can be covered.

The Capacity Planning View

The Capacity Planning view of the Service Edge UI includes the following tabs:

  • The Dashboard tab which displays capacity streams (demand categories) that are at risk
  • The Plan tab displays the availability and used hours, for a selected date and district, for the different demand categories
  • The Data Management tab, where you can add, update or delete the forecast and limit data.

» To display the Capacity Planning view:

  • In the left sidebar of the Service Edge UI, expand the Capacity Planning node and select Capacity Planning.

Capacity Risk Management

The Dashboard tab displays capacity streams (demand categories) that are at risk.  A demand category can refer to a task type,  a task category or any other defined category. This can help you to better manage the tasks at risk due to capacity issues.

There are two options for determining whether a capacity stream is at risk:

  • Available Hours Exceeded
    A capacity stream is considered at risk if the use percentage (Used hours/Actual capacity) is above the defined threshold (see Configuring Capacity Planning). 
    Note: If the Shared Capacity feature is enabled, the shared hours are deducted from the available hours.
  • Capacity Limit Hours Exceeded
    A capacity stream is considered at risk if there is no option to schedule another task for this work stream, based on the capacity limit and the remaining hours. For a task category, the longest task type under the task category is used. You can change the defined Capacity Limit manually.

Note

An exclamation mark in the Plan tab indicates that a specific demand category is at risk on the selected day and district.

In the left pane of the Dashboard tab, you can view the number of streams for the selected districts that are at risk for a defined time period (Today/next 7 days/next 30 days). 

The Next Available Slots pane displays, by district, the next available slots for all the demand categories according to the filtering conditions (if they exist). This enables you to ensure that scheduling can be done in accordance with the customer's SLA.

The next available slot represents the date when the next task can be scheduled. The capacity limit, used hours, and the remaining hours are taken into account for this calculation. This means that a task belonging to this demand category can be scheduled in this slot.

In order to calculate the next slot, the average duration of the demand category needs to be configured according to the demand category type:

  • For task type, the duration (including average travel time and average parking time) is configured in the Task Catalog.
  • For  task category, the next slot is calculated based on the shortest duration of the task types related to this category.
  • For other demand categories, the duration is configured in the Capacity Planning settings for each category value.

» To display at-risk streams and their next available slots:

  1. Select a time period by clicking the relevant icon . 

  2. Select the type of risk you want the dashboard to display: Available Hours Exceeded or Capacity Limit Hours Exceeded The numbers next to the option indicate the number of risks for this option, within the selected time period.

    The left pane displays the total risk for the time period as well as a breakdown of the streams at risk to districts . 
  3. In the 7 days and 30 days views, you can hover over a district in the graph to drill down into the district and see the number of streams at risk on specific days within the time period .
  4. Click on a specific date  to open the Plan tab for this date, district, and demand category (capacity stream). 
  5. You can click the filter icon  to present data only for specific demand categories. 
  6. Click the Refresh icon  to refresh the view.
    The Next Available Slots pane displays, for each district, the date of the next available slot .

Viewing Capacity Planning Information

The Plan tab displays the availability and used hours, for a selected date and district, for the different demand categories (defined in Capacity Settings) and assists in planning.

The Legends pane  summarizes the planning information for the selected district on the selected date. 


When you hover over a demand category, the tooltip displays the relevant information for the demand category.

Used 

The used hours that have already been assigned to the demand category.  Used hours are updated automatically in real-time.

Remaining Capacity

The hours that can still be allocated according to the plan. The difference between the Available Hours and the Used Hours. If Shared Capacity is enabled, the Shared Hours are also deducted.

N/A 

(Appear in the graph as a negative value) The nonavailability hours. Nonavailability hours are updated automatically in real-time.

Shared Categories

Resources might have the capabilities required for more than one demand category. The availability of a resource who has the capabilities for more than one demand category is added to all the demand categories that the resource can perform.

If Shared Capacity is enabled, when a resource is scheduled to a task in one demand category, the scheduled hours are reduced from the availability of the other demand categories. 

Open 

The hours of open tasks whose due date is the date currently selected in the plan. If the Open Tasks Due on this Date is enabled, these hours are displayed in the plan and considered in risk calculations. If there is an availability or capacity risk due to tasks that are currently open and need to be scheduled in the displayed date (at the latest), the risk alert is displayed. The alert indicates that there will be no capacity for scheduling tasks. The alert is critical to the planners so they can guarantee that there is enough capacity to perform these tasks by their due date, in order to meet the SLA.  

Forecast 

The required resource hours according to the work plan.

Limit 

You can limit the available hours that can be allocated to the demand category by the optimization and appointment booking logic. The limit is enforced by the Capacity Limit rule. For example, if a storm is expected to hit a district at a certain date, you can limit the percentage of resource hours that can be allocated to maintenance tasks in order to reserve capacity for break fixes. The limit line presents the calculated number of hours that can be allocated to the demand category according to the limit defined in percentage.

A dynamic limit can be defined for a specific date. If no specific limit is defined, a default limit (that can be defined per weekday/all days) if it exists, is used (the dynamic limit which takes precedence over the default limit). If the user manually assigns a task to a resource in violation of the limit, a rule violation message is displayed.

You can change the capacity limit, for the specific date, by dragging the line, by import or by adding/editing capacity limits in the Data Management tab. 

Capacity information on District or Region Level

On Region level, you can view accumulated data of the used and available capacity only. Forecast data and capacity limits can only be managed on District level. This means that Capacity limits can be defined only on District level. 

» To view capacity information for a selected date and district:

  1. In Capacity Planning view, click the Plan tab.
  2. Click the calendar icon   to select the date for which you want to display capacity planning.
  3. Select whether to work on a Region or a District.
  4. Select the working region/district :
    If you selected District, click the link to display the hierarchy tree and select the district.
    If you selected Region, the tree will only display regions. Select the region you require.
  5. You can also click the filter icon , select specific demand categories to display and click Apply to apply the filter. 
    The data is displayed for each demand category you selected .

Managing Capacity Planning Data

In the Data Management tab, you can add, update or delete the forecast and limit data.

Any change in view type, demand category, district, or dates, requires clicking Load Data to reflect the new selection.

The Data Management tab includes the following views: Forecast view, Dynamic Capacity Limit View, Default Capacity Limit View.

You can click the filter icon to select to present data only for specific demand categories.

To export a view data as a CSV file, click the  icon. 

» To display data for a view:

  1. In Capacity Planning view, click the Data Management tab.
  2. From the View Type drop-down list select the view for which you want to display data.
  3. Define the Start Date and End Date for the data range.
  4. Click Load Data.
    The table displays the data for the view.

Default Capacity Limit View

In Default Capacity Limit view you can define limitations that apply for all days, and not for a specific date. If a dynamic limit record for the same district and demand category exists, the dynamic limit overrides the default you define.

You can define default limits per weekday or for all days of the week.

» To add a new default capacity limit record:

  1. In Capacity Planning view, click the Data Management tab.
  2. From the View Type drop-down list select Default Capacity Limit.
  3. Click Add New Record.
  4. From the Day of the Week drop-down list, select the day of the week for the limitation or select All to apply the limitations to all the days of the week.
  5. From the District drop-down list select the district, from the Demand Category drop-down list select the demand category.
  6. In the Capacity Limit (%) text box enter the limit in %.
  7. Click  to save the new record. The record is added to the list.
    Note: Click  to exit the editing mode without saving.

Forecast View

This view lists all the forecast records for a defined time range (up to one month). Each record in this view includes the forecast in hours for a defined demand category, for a specific date and district.

 » To add a new forecast record:

  1. In Capacity Planning view, click the Data Management tab.
  2. From the View Type drop-down list select Forecast.
  3. Click Add New Record. 
  4. Use the calendar icon to select the date, from the District drop-down list select the district, from the Demand Category drop-down list select the demand category.
  5. In the Forecast (Hours) text box enter the estimated resource hours.
    Note: If a record of the same date/district/demand category already exists, it will be overwritten.
  6. Click  to save the new record. The record is added to the list. 
    Note: Click  to exit the editing mode without saving.

Dynamic Capacity Limit View

The Dynamic Capacity Limit view displays capacity limitations defined in the system and enables you to define a capacity limitation for a specific record in a specific district, demand category, and date. Scheduling that requires resource hours above the capacity limit will cause a violation of the Capacity Limit rule. The limit is specified in percentage of available hours.  

» To add a new default capacity limit record:

  1. In Capacity Planning view, click the Data Management tab.
  2. From the View Type drop-down list select Dynamic Capacity Limit.
  3. Click Add New Record. 
  4. Use the calendar icon to select the date, from the District drop-down list select the district, from the Demand Category drop-down list select the demand category.
  5. In the Capacity Limit (%) text box enter the limit in percentage for the dynamic capacity limitation.
  6. Click  to save the new record. The record is added to the list.
    Note: Click  to exit the editing mode without saving.

Editing/Deleting a Capacity Planning Record

You can edit any of the capacity planning records displayed in the table.

You can also click  to delete the record.

» To edit a record:

  1. Click the edit  icon next to the record you want to edit.
  2. Update the record and click   to save the update.

Importing and Exporting Planning Data

If you want to add or edit multiple records, you can use the import option to add the information using a CSV file.

You can use the export option to download a CSV template in the required format.

Forecast CSV Template:
  • Date (ISO YYYY-MM-DD format)
  • District (string)
  • Type of Work: Demand Category (string)
  • Hours (number)
Default Capacity Limit CSV Template:
  • Day (number): Number of the day in a week: 0-Sunday, 1- Monday etc.   -1 for All Days
  • District (string)
  • Type of Work: Demand Category (string)
  • Default Capacity Limit (on a scale of  0-1, for example, 20% should be 0.2)
Dynamic Capacity Limit CSV Template:
  • Date (ISO YYYY-MM-DD format)
  • District (string)
  • Type of Work: Demand Category (string)
  • Default Capacity Limit (on a scale of  0-1)

» To update the forecast/default capacity limit/dynamic capacity using a CSV file:

  1. From the Actions menu, select Export.
  2. Select Export Forecast CSV Template /Export Default Capacity Limit/Export Dynamic Capacity Limit. A CSV template file is downloaded to your PC.
  3. In the CSV file, add the required forecast information in the correct format.
  4. Save the CSV file.
  5. From the Actions menu select Import.
  6. Click Import Forecast CSV Template / Import Default Capacity Limit/ Import Dynamic Capacity Limit. The Open window is displayed.
  7. Browse to the CSV file you saved, and click Open.
    Note: A CSV file may be exported as UTF-8 without BOM (Byte Order Mark) or as UTF-8BOM.
    • When a CSV file is exported as UTF-8 without BOM, you should open it in a spreadsheet editor such as Google Sheets and not in Microsoft Excel. Opening the file in Microsoft Excel may fail to display Unicode characters correctly. 
    • When a CSV file is exported as UTF-8 BOM, you can open it in Microsoft Excel and see all the strings displayed correctly. When you finish editing the file in Excel, you should use the Save As option and save the file as a Comma Separated File. Otherwise, Excel will automatically save the file as Unicode Text and this will corrupt the correct display of characters.

    In the Legacy Admin tool, you can configure the encoding of the exported CSV file.

    » To set up the encoding for the CSV file:

    1. In the Legacy Admin tool, go to the Objects > Setting node.
    2. Select the ExportData category.
    3. In the Body attribute, enter true to apply the UTF-8 BOM encoding. To use UTF-8 encoding without BOM, enter false. An empty Bodyattribute is equivalent to Body= false.

Related Topics

Configuring Capacity Planning