Page History
Objective:
- Manage a resource
- Identify sales needs - identify when Sales can sell and schedule an install
- Understand availability of implementation windows/install dates
- Will use Estimated Hours to understand capacity
- Estimated Hours will tie to Customer Quotes
- Non Billable hours
- Entered in Estimated Hours
- Tagged as non billable (only when the project has no contract)
- Estimated should tie to quote for their projects
- Hours should be placed in the timeframe they expect to complete
- They should have all their planned hours in for this week by Tuesday
- The should consistently have all planned hours for the following week in by Friday
- All estimated hours for a project should be entered in best guess of when it should happen by week
- Plan the event horizon
- See capacity
- Sales visibility
- Utilization planning
- On the Menu Panel, click on Help Desk.
- Click on Rough Cut Capacity under Reports.
- Tickets with Due Date equals to Plan Date will appear in the grid
- Grid is initially grouped by the Resource (agent assigned to the ticket)
- There will be 7 12 weeks bucket in the grid, starting from the Plan Date.
- Estimated = Quoted Milestone Hours during the reporting period (Ticket screen > Time Tracking tab > Hours Worked tab)Estimated Hours column OR Time Entry Screen> Estimated Hours column).
- Planned = total hours of activities in the ticket during the reporting period (Ticket screen > Activities tab > Event).
- Booked = number of hours worked , which will be distributed to their corresponding week based on the hours worked dateduring the reporting period (Ticket screen > Time Tracking tab > Hours column).
- To filter by Resource, input parameter then click enter. User can also add filter criteria.
- 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.
- User can also open customer screen by clicking the Customer drill down.
Overview
Content Tools