Page History

Objective:

• Manage a resource
• Plan the event horizon
• See capacity
• Sales visibility
• Utilization planning

1. On the Menu Panel, click on Help Desk.
2. Click on Rough Cut Capacity under Reports.
   
   
   1. Tickets with Due Date equals to Plan Date will appear in the grid
   2. Grid is initially grouped by the Resource (agent assigned to the ticket)
   3. There will be 7 weeks bucket in the grid, starting from the Plan Date.
   4. Estimated = Quoted Milestone Hours (Ticket screen > Hours Worked tab)
   5. Planned = total hours of activities in the ticket
   6. Booked = number of hours worked, which will be distributed to their corresponding week based on the hours worked date
3. To filter by Resource, input parameter then click enter. User can also add filter criteria.
4. User can add new hours worked to a ticket, click the Ticket drill down. This will load the the Hours Worked tab in the Ticket screen.
5. User can also open customer screen by clicking the Customer drill down.