# Operations capacity instructions

All example inputs are illustrative monthly values. Each row is one queue in one scenario. Sum only rows sharing a scenario ID.

Workload hours = cases × handling minutes ÷ 60 + fixed hours. Fixed work must not also appear in case counts. Planned capacity = paid hours - non-queue hours - reserved hours. Workload FTE = total hours ÷ planned capacity. Round up only for the simplified whole-person workload view.

The example uses 160 - 40 - 20 = 100 planned hours per employee. Rounding queue hours for display can produce minor differences; sum full precision. The CSV stores six decimals where needed.

Use cases, not messages. Count reopened work once under your documented convention. Add backlog-clearance hours separately. Retain the staffing schedule, skill matrix, approvals coverage, and service targets outside this hours model. A rounded result does not establish adequate coverage. Validate peak days and specialist queues.

Scenario examples are alternatives, not three months to sum unless your forecast explicitly uses those months. CSVs contain values, not executable formulas.