Working Hours
Map who you have, then watch capacity per team come alive. Build your organisation from departments down to individuals. This is the raw supply every plan is built on.
How to use this page
- Click Add Department to create a top-level group (e.g. Customer Operations).
- Inside a department, Add Team for each squad or queue.
- Use Add member to add people, role and weekly hours. Hover a member to edit or remove.
- The capacity charts at the top update live as you change the org.
- Collapse a department with the chevron to keep large orgs tidy.
- Everything autosaves — then head to Shrinkage and Volume of Request.
Type of Request
Encode every service your teams offer and the effort each takes. Handle time × volume becomes the hours of demand you must staff against. Volume itself is set on the Volume of Request page and shown read-only here.
How to use this page
- Pick a Department and Team — work types attach to that team.
- Add a Standard work type with its handle time / effort (choose min / hrs / days).
- Workload hours compute automatically from handle time × volume.
- Volume is entered on the Volume of Request page and appears here read-only.
Volume of Request
Record the work that actually comes in. Capture Expected, Actual and a Projected forecast per work type — type it in or drop a CSV. These volumes flow straight into the Type of Request page (read-only there).
How to use this page
- Pick a Department and Team — the work types come from the Type of Request page.
- Expected and Actual: type a number in the cell, or drop a CSV (columns: Work Type, Volume).
- Use the drop target toggle to choose whether a dropped file fills Expected or Actual.
- Projected: click Generate to forecast from Expected + Actual, or Load historical CSV to project from past data.
- The summary on top totals each column and the resulting demand hours.
- Everything here feeds the Type of Request page — volume is read-only there.
Shrinkage
See how much productive time a team really has: gross hours, minus time lost to lunch, meetings and training, minus public holidays and leave. Switch between week, month and year at the top.
How to use this page
- Pick a Department and Team — headcount and hours pull from the Team page automatically.
- Switch between Annual (your plan), Monthly and Weekly (zoom-ins).
- Every activity has a duration, a unit (min / hrs / days) and a frequency — edit any of them.
- Use the + button next to a type to extend the standard list with your own activities.
- The gauge shows gross hours → net productive hours; it shrinks as activities are added.
- In Weekly, log unexpected events (e.g. an extra sick day). They roll up into the month and year actuals.
Capacity vs Demand
Everything converges here. Net productive capacity (roster minus shrinkage) weighed against demand (volume × effort), translated into the numbers a workforce manager acts on: required vs available FTE, net staffing and the levers to pull.
How to read this page
- The trend chart tracks net capacity (blue) vs demand (amber) month-on-month from your saved snapshots.
- Use Scope to view the whole org, one department, or a single team.
- The snapshot reflects the month chosen in the top bar; change it to move through time.
- Net capacity = team hours − shrinkage − that month's leave & holidays (the same figure the Shrinkage page shows). Available FTE drops below headcount when people are on leave.
- Required FTE = demand ÷ net hours per FTE.
- Net staffing = available − required FTE. Negative = short-staffed; a surplus above 30% of available FTE = overstaffed.
- % utilised on the rings = demand ÷ net capacity. Above 100% (red) means more work than hours; 85 to 100% (green) is healthy; below 85% (blue) means spare capacity; "no demand" means nothing to do.
- The team breakdown tags each team — short, overstaffed, idle (no demand), or balanced — and suggests what to do about each.