Objective:
- Manage a resource
- 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 weeks bucket in the grid, starting from the Plan Date.
- Estimated = Quoted Milestone Hours (Ticket screen > Hours Worked tab)
- Planned = total hours of activities in the ticket
- Booked = number of hours worked, which will be distributed to their corresponding week based on the hours worked date
- 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
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