Daily brief · Sun, Dec 6
Reforecast proposed, awaiting the forecast owner's signature · data through 2026-12-05
- Yesterday Service level 89.4% against a 82% target; 19 of 60 queues missed target on at least one channel. Volume +3.0% against forecast.
- Forecast 6 queues moved 1% or more today; requirement over the next four weeks +1.0% against the record.
- Staffing Tightest week ahead is the week of 2027-02-07: 85 FTE short of a 1085 FTE requirement at P50.
- Decisions 2 due today, 1 this week, 3 overdue; 8 open in all.
- Accuracy The forecast published on 2026-10-04 scored 10.5% volume WAPE against actuals through 2026-12-05 (the record alone: 10.75%).
Decisions (8)
Open requisitions for product D: 59 heads across 9 queues, first needed 2027-02
the runway after attrition falls below the P50 requirement; 9 asks are already past hire-by evidence
Open requisitions for product A: 60 heads across 25 queues, first needed 2027-02
the runway after attrition falls below the P50 requirement; 3 asks are already past hire-by evidence
Open requisitions for product E: 44 heads across 6 queues, first needed 2027-02
the runway after attrition falls below the P50 requirement; 1 ask is already past hire-by evidence
Review and sign today's reforecast: 14 queues to look at, 46 can be approved on their record
6 of 60 queues moved 1% or more (largest: G117 +24.9%, G115 +19.8%, G116 +12.1%); 2 carry a flag; 6 moved less but have not earned auto-approval; 54 queues have earned auto-approval, and the 46 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 anomaly on G155 email (2026-12-05)
volume -15.6% (z -0.9), AHT -9.9% (z -3.6) vs learned; an unexplained day is kept out of learning, and a logged one becomes part of the event-effect library evidence
Open requisitions for product C: 21 heads across 9 queues, first needed 2027-03
the runway after attrition falls below the P50 requirement evidence
Sign the monthly lock for 2027-01 (version 2027-01@2026-12-06)
360 queue-weeks locked; the version of record for the month evidence
Decide where 17 FTE of surplus goes in 2027-01 (10 queues above P90 by more than 10%)
largest: G143 3.4 FTE, G136 2.8 FTE evidence
Risks ahead
| Risk | When | Size |
|---|---|---|
| Product A runs short at P50 → | week of 2027-02-07 | 35.4 FTE short (8.4%); 9 of 26 weeks short |
| Product C runs short at P50 → | week of 2027-02-07 | 12.4 FTE short (6.6%); 3 of 26 weeks short |
| Product D runs short at P50 → | week of 2027-02-07 | 19.8 FTE short (7.2%); 6 of 26 weeks short |
| Product E runs short at P50 → | week of 2027-02-07 | 17.5 FTE short (8.8%); 10 of 26 weeks short |
| Next migration wave → | 2027-02-01 | migration wave 3: 90% of the legacy book moved (planned contact ratio 1) |
| Hiring asks already past their hire-by date → | now | 13; their gaps close later than the plan needs |
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 last published forecast taught us
- record: 10.75% WAPE, bias -2.36%
- + learned level: 10.75% WAPE, bias -2.35%
- + migration ratio: 10.69% WAPE, bias -2.13%
- + applied signals: 10.5% WAPE, bias -2.13%
- + human edits (published): 10.5% WAPE, bias -2.13%
What the cycle did on its own
- Read 101,092 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 9,225 explained and 771 flagged queue-channel-days out of learning; 5 queues are learning on an earned record.
- Proposed a reforecast for 60 queues; 46 meet the earned auto-approval rule.
- Closed 2 signals that reached their start date unconfirmed (SG-004-1, SG-007-1); the learning report scores what they would have done.
- Refreshed the 26-week outlook and drafted the 2027-01 lock with 49 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.