Daily brief · Sun, Oct 4
Reforecast proposed, awaiting the forecast owner's signature · data through 2026-10-03
- Yesterday Service level 80.6% against a 82% target; 33 of 60 queues missed target on at least one channel. Volume −1.5% against forecast.
- Forecast 4 queues moved 1% or more today; requirement over the next four weeks −0.1% against the record.
- Staffing Tightest week ahead is the week of 2027-02-07: 80 FTE short of a 1080 FTE requirement at P50.
- Decisions 3 due today, 1 this week; 11 open in all.
- Accuracy Median queue error over the last four weeks 12.4% (28-day workload WAPE), against 12.1% for the year.
Decisions (11)
Review and sign today's reforecast: 16 queues to look at, 44 can be approved on their record
4 of 60 queues moved 1% or more (largest: G115 +9.4%, G117 +9.4%, G116 +9.3%); 4 carry a flag; 8 moved less but have not earned auto-approval; 51 queues have earned auto-approval, and the 44 that moved under 1% with no flag can pass on it. Publishing is refused until every queue is decided and the review is signed evidence
Explain or log the suspected absence on G156 chat (2026-10-01)
staff -8.5% vs schedule (z -3.3); an unexplained day is kept out of learning, and a logged one becomes part of the event-effect library evidence
Explain or log the anomaly on G112 email (2026-10-03)
volume -4.2% (z -0.2), AHT -13.8% (z -4.4) vs learned; an unexplained day is kept out of learning, and a logged one becomes part of the event-effect library evidence
Find an owner for, or drop, the unattributed client claim (−15% from 2026-10-12)
SG-004-1, from unknown (forwarded) (email); needs a named owner who will stand behind it evidence
Confirm or reject the platform signal: +10% on 6 queues from 2026-10-20
SG-007-1, from stand-up (several speakers) (transcript); needs confirmation from the owner; confirm with whoever raised it evidence
Sign the monthly lock for 2026-11 (version 2026-11@2026-10-04)
300 queue-weeks locked; the version of record for the month evidence
Decide where 99 FTE of surplus goes in 2026-11 (31 queues above P90 by more than 10%)
largest: G104 15.0 FTE, G105 7.3 FTE evidence
Open requisitions for product A: 46 heads across 26 queues, first needed 2027-02
the runway after attrition falls below the P50 requirement evidence
Open requisitions for product D: 31 heads across 9 queues, first needed 2027-03
the runway after attrition falls below the P50 requirement evidence
Open requisitions for product E: 36 heads across 6 queues, first needed 2027-02
the runway after attrition falls below the P50 requirement evidence
Open requisitions for product C: 12 heads across 6 queues, first needed 2027-03
the runway after attrition falls below the P50 requirement evidence
Risks ahead
| Risk | When | Size |
|---|---|---|
| Product A runs short at P50 → | week of 2027-02-07 | 33.2 FTE short (7.9%); 9 of 26 weeks short |
| Product C runs short at P50 → | week of 2027-02-07 | 11.5 FTE short (6.2%); 3 of 26 weeks short |
| Product D runs short at P50 → | week of 2027-02-07 | 19.3 FTE short (7.0%); 7 of 26 weeks short |
| Product E runs short at P50 → | week of 2027-02-07 | 16.0 FTE short (8.1%); 13 of 26 weeks short |
| Next migration wave → | 2027-02-01 | migration wave 3: 90% of the legacy book moved (planned contact ratio 1) |
| Calendar change on 8 queues → | 2026-10-12 | −40% volume, from SG-008-1 |
| Client change on 3 queues → | from 2026-11-09 | +15% volume, from SG-002-1 + SG-003-1 |
Trends
achievedtarget
Whole estate, answered within threshold over offered.
recordcycle's proposal
Median queue, 28-day workload WAPE, walk-forward. Lower is better.
planned staffrequired (P50)P50 to P90
Daily average FTE, whole estate. Where green is under blue, the week is short.
What the cycle did on its own
- Read 93,091 queue-channel-days of history and yesterday's performance on 60 queues.
- Graded 8 signals from intake: 2 applied as dated overlays, 1 corroborating, the rest held for a person.
- Kept 8,039 explained and 734 flagged queue-channel-days out of learning; 1 queue is learning on an earned record.
- Proposed a reforecast for 60 queues; 44 meet the earned auto-approval rule.
- Refreshed the 26-week outlook and drafted the 2026-11 lock with 47 hiring asks.
Every number is computed by the cycle from this run's outputs; the brief decides nothing. Full reports: pdp · intake · reforecast · weekly · monthly · learn.