Migration Capacity Walk

Walk a service migration from today's capacity to the new plan. Enter today's baseline by country and channel, add each assumption at low, expected and high, and see the walk, the swing of each assumption, and the lower, expected and higher plan. Exports a plain-text report and the walk graphic.

A service migration changes how much work there is and how long it takes. The walk starts from today's capacity, by country and channel, and applies each assumption about the move in turn: volume, contacts per transaction, channel mix, handle time, chat concurrency, shrinkage, occupancy and the rest. Each step shows how many FTE it adds or removes, and the steps sum to the new plan.

Method: FTE = contacts × handle time ÷ 3,600 ÷ concurrency ÷ (paid hours × (1 − shrinkage) × occupancy), by country and channel. It is a workload method, not Erlang, which suits macro planning. Each assumption carries a low, expected and high value. The swing chart moves one assumption at a time from low to high, with the others held at expected. The lower and higher plans take whichever end gives fewer or more FTE; they are not a confidence interval. A go-live peak is shown separately from steady state.

Outputs: the walk graphic (PNG), a plain-text report to paste into an email or deck, and the lower, expected and higher plan. The worked example runs 86.4 → 112.6 FTE. Everything runs in the browser; nothing is stored on a server.