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Page Content:    The 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

Overview

Note

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

Capacity Planning helps in allocating available resources (or crews) to tasks according to a specific work plan. The work plan includes determining the demand categories (i.e., task types or task categories) that need to be performed in a specific district on a specific date, and forecasting the required number of resource hours with the skill set for a specific task group. 

For the purpose of planning, tasks can be configured to be grouped by either task types or task categories. The task type provides general information about task requirements: priority, 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. 

Resources might have skill sets suitable for more than one task type. In this case, the planner might need to know that a resource is not available for scheduling to a specific task type because the resource has already been scheduled for another task type. The Shared Capacity feature enables displaying, for a demand category, the hours which resources with required skill sets for performing a specific task type, were already assigned to a different demand category. Thereby adding to the plan the impact that assigning resources to a demand category can have on other demand categories.

After comparing the forecast to the hours that have not been used by the scheduler, the planner can mitigate,  if needed, and manually adjust the needed hours to the hours available for scheduling of the planned tasks.

Capacity Risk Management

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

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

  • Available Hours Exceeded
    According to this type of risk, a capacity stream is considered at risk, if the use percentage, defined as the ratio of the actual capacity to the available 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
    According to this type of risk, 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 considered. 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.

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 feature 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. If Capacity Limit is set on task type level the calculations take into account the task type duration (including average travel time and average parking time). If the capacity limit is set to task category duration, the calculations take into account the duration of the shortest task type under the task category. 

» 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 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 in specific days within the time period .
  4. Click on a specific date  to open the Plan tab for this date, district, and demand category. 
  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 next available slot .

Viewing Capacity Planning Information

The Plan tab displays, for the different demand categories, forecast needs and availability for a selected date and region/district and assists in planning.

You can click the arrow next to the information icon  to hide/display the Capacity Planning header  that summarizes the planning information for the selected region/district on the selected date.

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

Available 

Available resource hours (excluding nonavailabilities) of resources with the required skills according to the task type demands (or the demands of one of the task types included in the task category).  A resource’s hours are included in all the task types that require the resource’s skill set. The data is updated on a daily basis, which means available hours are updated on a daily basis. However, availability changes due to relocations and changes in nonavailabilities are reflected in the graph in near real-time.
A system administrator can configure a group of resources that will be excluded from the availability and used capacity calculation.

Note that the hours are presented after deducting the buffer percentage (see Configuring Capacity Planning).

Used 

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

Remaining

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.

NA 

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

Shared 

Resources might have skills suitable for more than one demand category. In which case a resource might not be available for scheduling to a specific demand category because the resource has already been scheduled for another task type. However, Available Hours include the resource's hours so that the planner will not know that the resource's hours are not available. If Shared Capacity is enabled, the Shared Hours displays the hours that resources with the required skill have been scheduled to a task of another type.

Open Tasks Due Today

The hours of open tasks whose due date is the date currently selected in the plan. If the Open Tasks Due on this Date feature is enabled, these hours are displayed and used 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 a lack of capacity or that there will be an availability issue if these tasks are scheduled. 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 (orange line) 

The required resource hours according to the work plan.

Capacity Limit (black line)  

You can limit the available hours that can be allocated to the demand category by the optimization 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 will 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 task type according to the limit defined in percentage.

The rule works according to calendar time and can be configured to include or exclude optional hours.

Note

If the existing Capacity Reservation or Reserve Capacity in Appointment Booking rules are configured, they need to be disabled before applying the new Capacity Planning rule. The new Capacity Planning rule replaces the functionality of both of these rules. 

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

You can manually change the capacity limit, for the specific date, by dragging the line handle. 

If the forecast capacity is higher than the remaining capacity (which is the difference between the available capacity and the actual capacity), mitigation is needed.  The planner needs to match the hours available for allocation to the forecast capacity. This requires either adding resources, for example by canceling vacations (decreasing nonavailabilities), relocating resources or adding calendar hours, or by changing the planned activities.

You can view capacity information in District or Region level:

  • In District level, the graph displays data for the selected district, as well as the capacity limit line for each demand category, for the selected date. 
  • In Region level, the graph displays accumulated data for all the districts in the region (no capacity limit line).

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

  1. In Capacity Planning view, click the Plan tab. You can click the arrow   to hide or display the Capacity Planning header.
  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 .

Note

If you selected to work on a region, the limit hours line is not displayed and the forecast for each task type is the sum of all the forecasts defined for districts in the region for that task type. 

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, task type, 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 task types/task type 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.

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 task type, 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 Type drop-down list select the task type.
  5. In the Forecast text box enter the estimated resource hours.
    Note: If a record of the same date/district/task type 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, task type, 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 Default Capacity Limit.
  3. In the Capacity Limit (%) text box enter the limit in percentage for the dynamic capacity limitation.
  4. Click  to save the new record. The record is added to the list.
    Note: Click  to exit the editing mode without saving.

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 Task Type exists, the dynamic limit overrides the default you define.

You can define default limits per week day 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. 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.
  4. From the District drop-down list select the district, from the Type drop-down list select the task type.
  5. In the Capacity Limit (%) text box enter the limit in %.
  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 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: Task type (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: Task type (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: Task type (string)
  • Default Capacity Limit (on a scale of  0-1)

» To update 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.

Related Topics

Configuring Capacity Planning