Capacity splitting

Plans and permissions:

• Set up, change, or turn off capacity splitting: Admin role, or a custom role with Configure staffing parameters set to Can edit staffing parameters on the Configure tab
• To set up, change, or turn off capacity splitting, a custom role also needs the Admin base role.
• If Capacity splitting isn’t in your Configure menu, contact our team to see or change how capacity is split for your company.

Use capacity splitting to decide how a team member’s time counts when they’re scheduled for an event that covers more than one channel or queue, such as a blended Chat and Phone event. Without splitting, the team member counts in full toward every channel and queue the event covers. With splitting, their time is divided between them, so Scheduled staffing and scheduled hours match how people actually spend their time.

To open it, go to Configure > Capacity splitting.

How capacity splitting works

• Capacity splitting is set for your whole company. It changes Scheduled staffing, Net staffing, and scheduled hours everywhere they appear, including the Staffing timeline, staffing heatmaps, forecasted vs. actual reports, and team performance metrics.
• It also changes how actual hours and actual staffing are counted for each channel and queue. See Metric calculations.
• Only the channels and queues that both the event and the team member are mapped to share their time. When you split by channel and queue, the queue must also be mapped to that channel in its settings.
• Keep these mappings up to date, or the split can’t reflect the work your team does. See Set up your mappings.
• A productive event that doesn’t share any channel or queue with the team member gives them no capacity.
• Only productive events are split. Other events, including auxiliary productive events, count in full toward every channel and queue.
• If capacity splitting is off, team members count as fully staffed on every channel or queue they work, which can overstate your capacity in reports and forecasts.

When to use capacity splitting

• Fewer event types to manage: use a small set of blended event types that cover several queues and channels. Each team member’s time goes only to the channels and queues they’re mapped to, so you don’t need an event type for every combination of skills.
• Blended events that reflect real work: staffing and time reporting show how people divide their time during blended events, which gives you a more accurate view of each queue’s staffing needs.
• No capacity on channels a team member doesn’t work: each person’s time goes only to the channels and queues they work, not to every channel on the event.

Set up your mappings

Capacity splitting uses three mappings. Check them before you turn it on.

1. Queues to channels: each queue has the right channels. Set them in Configure > Queues and exclusions: open the queue and choose its Channels under Details. A queue can have more than one channel.

   

2. Team members to channels and queues: each team member’s profile lists the channels and queues they’re trained to work. Set them in Manage team > People management: select the person’s name, and under Filters on the Edit person panel, set Channels and Queues.

3. Event types to channels and queues: each productive event type is mapped to at least one channel or queue. Set them in Configure > Event types. An event type can have one or more channels and queues. See Event types.

   

Set up or change capacity splitting

Important: Capacity splitting applies to your whole company. Changing it changes Scheduled staffing, Net staffing, and scheduled hours for everyone who uses them.

1. Go to Configure > Capacity splitting.
2. Select Set up capacity splitting, or Manage capacity splitting if it’s already on.
3. Under What should we split across?, choose By channel or By channel and queue. See Capacity splitting options.
4. Under How should we calculate the split?, choose Dynamic or Evenly.
5. Select Enable, or Save if you’re changing an existing setup.

The page shows which kind of splitting is on, such as Even capacity splitting or Dynamic capacity splitting, with the split for each team member or channel and queue. When you first choose Dynamic, Assembled calculates the weights before they’re shown.

To turn capacity splitting off, open the more options menu, select Turn off capacity splitting, and confirm. For a short explanation on the page, select How does capacity splitting work? in the same menu.

Capacity splitting options

When you set up capacity splitting, you choose what to split across, and how to calculate the split.

If your company uses custom split factors uploaded as a CSV file, the page shows Custom capacity splitting. To change custom factors, contact our team.

How the split is calculated

With By channel and queue and Evenly:

1. Assembled finds the queues and channels that the event and the team member’s profile have in common.
2. It drops any queue and channel combination that isn’t mapped in the queue’s settings.
3. It divides the team member’s time equally across the combinations that are left.

With By channel, the same steps apply to channels only: the team member’s time is divided equally across the channels that both the event and the person are mapped to. With Dynamic, the shares are weighted by recent ticket work instead of being equal.

Parent queues

A parent queue can receive cases of its own, and also combines the queues it contains. A queue is a parent queue when it contains at least one other queue. You set up parent queues in Configure > Queues and exclusions.

• A team member who can work a parent queue isn’t automatically able to work its child queues.
• If a blended event includes a parent queue and some of its child queues, the team member’s time is split equally across all of them.
• When you view a parent queue, Assembled adds up the values from the parent queue and its child queues.
• If your parent queue has no rules of its own, and you want to split capacity only across the child queues and add them up at the parent, assign only the child queues to your event types.

Example

A team member is scheduled for a 1-hour blended productive event, with capacity split By channel and queue and Evenly.

Step 1: find the queue and channel combinations that the event, the team member, and the queue mappings all share:

• Billing and Chat, and Billing and Phone, are shared.
• Account and Chat is shared.
• Account and Phone isn’t: the event and the team member both have Phone, but the Account queue isn’t mapped to Phone.
• Refunds isn’t: the team member works it, but the event doesn’t include it.

Step 2: divide the hour equally across the 3 combinations, so each gets 20 minutes, or 1/3 of a person.

Result: what you see in Assembled with capacity splitting off and on:

With capacity splitting off, Account and Phone still shows 1 hour and 1 person, because the event type is mapped to both queues and both channels, and so is the team member.