About
Planning tools for contact centers, built by the people who use them.
Capacity Plan is made by DHAKAA, the company behind Planifizer. One sizes the team and plans the hires; the other turns that into shifts and runs the day.
Why it exists
Most contact centers plan capacity in a workbook: a tab per client, an Erlang macro nobody wants to touch, shrinkage typed as a single number, and the hiring plan in someone’s head. It works until someone asks why the number moved.
Capacity Plan keeps the workbook’s shape — weeks across, assumptions down — and makes every number traceable: from contacts to hours, from hours to people, and from people to the hire class that has to start training next month.
It’s shaped week by week with the planning teams who use it. When they told us timelines must run horizontally, they did. When they said a new hire’s handle time costs hours too, the plan started counting it.
Show the work
Every layer between a contact and an FTE is its own row, applied in a fixed order. If a number moves, you can point at what moved it.
Never net the gaps
Spare people on one line don’t lift another. Each line is judged on its own team, so a busy queue can’t hide behind a quiet one.
Only offer fixes that can land
A hire that can’t finish training before the gap isn’t a fix. Lead times decide what the plan suggests: a move, a class, or overtime.
Time runs left to right
Weeks across, metrics down — the way planners already read their workbooks. Every timeline in the product follows it.
Two products, one data model.
Agents, contracts, clients, activities and forecasts mean the same thing in both, column for column — so moving work between them never means re-keying it.
Planifizer
Forecasts to compliant schedules: a Gantt for every agent, auto-planning by Intelligence, country rules and the live day.
planifizer.comCapacity Plan
Forecasts to the team you need: Erlang C per interval, every layer of shrinkage, hire classes and exits, and the fixes that can still land.
See the product