Capacity planning accepts external forecasts; work plan limits rise

What changed

Genesys capacity planning can now import up to two years of externally generated volume and average handle time forecasts for comparison with planned staffing. Separately, WFM administrators can request an OuterLimits increase from 500 to 2,000 work plans per management unit, and the default work plan rotation limit rises from 200 to 1,000 per management unit without approval. The 12,000 total rotation positions limit per management unit is unchanged.

Why it matters

Organizations that forecast outside Genesys can now use its capacity planning without abandoning their models, and large management units no longer need to be split just to fit work plan limits. Both changes affect how WFM structures are designed, not just day-to-day scheduling.

CxCave practical context

Who should care

• WFM teams

Implementation considerations

If you forecast externally, test importing a forecast into a capacity plan. If management units were split because of work plan limits, evaluate whether consolidating them is worth requesting the higher limit.

CxCave recommendation, not a vendor mandate unless explicitly stated.