Workforce planning with agent capacity (L5)
Capacity planning includes agent throughput as a modelled input rather than a hiring freeze rumour. Leadership sees the tradeoff between headcount, agent capacity, and service level with the assumptions written down.
The steps
- 01
Measure real agent throughput
Tool: Snowflake
Actual resolved units per agent per week with quality held constant, not the vendor deck number. Use your own last quarter. Owner: RevOps plus data. DoD: measured throughput with a quality threshold stated.
- 02
Model three scenarios honestly
Tool: Manual
Headcount only, agent heavy, and mixed, each with a service level and a cost. Publish all three including the failure conditions of the agent heavy case. Pitfall: a single scenario built to justify a decision already made. DoD: three scenarios reviewed by leadership.
- 03
Name the human roles that grow
Tool: Manual
Agent capacity shifts work rather than deleting it. Identify which human roles grow, such as corpus owners and exception handlers, and fund them explicitly. Owner: leadership plus HR. DoD: growing roles named in the plan.
- 04
Re-measure quarterly
Tool: Snowflake
Throughput and quality drift. Re-measure every quarter and adjust the plan rather than carrying last year's assumption. Owner: RevOps. DoD: quarterly refresh with variance noted.
Tools in this playbook
- Snowflake
- Manual
Next playbooks
Unfamiliar terms are defined in the AI and Revenue Dictionary. Related frameworks live in the framework library.