Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart
This lesson is part of the course
In this lesson
You forecast next month's HR cases with a straight-line trend, convert them into the HR FTE needed, compare a portal scenario and chart the case trend for the service report.
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Lessons in this course
- HR Staffing Ratios: HR FTE per 100 Employees, Employees per HR FTE and Benchmark Bands Locked
- Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees Locked
- Resolution Times: Working Days, Median and 90th Percentile Locked
- Service Levels: Targets per Category, % Met, Breaches and the Backlog at Risk Locked
- Tiers and Escalation: First-Contact Resolution, Tier 2/3 Share and the Cost of Escalations Locked
- Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE Locked
- HR Cost per Employee: Staff, Systems and External Services and the Cost per Case Locked
- Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart Locked