[Customer service & support]() / [Use cases]() / [Coverage planning]() [How it works]() [What you get]() [Scope]() [Start a review]() [Customer service & support]()[People & coverage]() # Plan coverage across your team, AI and your BPO. A plan for who handles what, and when, built on the work that’s left after AI. [Start with a support review]() [How it works]() Coverage plan Next week Window Work left after AI Covered by Weekdays, 8 am to 6 pm Delivery problems, policy exceptions In-house team Weekdays, 6 pm to 11 pm Cancellations, product questions BPO, two agents Overnight Complex cases, held for the morning Callback by 9 am Weekends Status, address changes AI, one lead on call The coverage plan: the work left after AI in each window, and who covers it. ## Sound familiar? - AI took the easy contacts, and the queue that’s left is harder and slower. - The BPO invoice hasn’t moved since you switched the AI on. - Complex cases pile up overnight, and the morning team starts behind. Capacity you free up is only worth something when a shift, a contract or a hire changes. ## What changes. ShowTodayWith the engine Forecast Contacts per day The work left after AI, by hour, channel and language Staffing Last year’s schedule Shifts planned around the work that’s left Handoffs A thread forwarded A case with a named owner and a deadline Contracts Paid per ticket Written around requests finished ## How it works. 5 steps, 4 stages. - AI**1** - Rules and automation**3** - Your team**1** - Approval 1. 1 Forecast 1. AI ### Forecast what’s left after AI Splits expected contacts by intent, channel and language, and estimates which stay with people. - Assembled - Zendesk 2. 2 Plan 1. Rules and automation ### Route by queue hours and skill Work goes to the queue that’s open and able, with a fallback when it isn’t. - Assembled - Gorgias 2. Your team Approval ### Set shifts and contract terms Your CX lead and finance decide coverage, coaching and what the BPO is asked to do. 3. 3 Hand off 1. Rules and automation ### Write the handoff to the next shift An honest callback commitment, a named owner and a deadline. 4. 4 Review 1. Rules and automation ### Compare the plan with what happened Actual residual work by interval, against the forecast. Actual workload revises the next forecast ## What you get. Real work, every week. Handoff · ESC-615 8:10 pm · Spanish Damaged zipper on a jacket needed Saturday. Verified Order O-8481, customer confirmed Evidence 2 photos, zipper pull detached Told the customer A callback by 9 am, from a Spanish speaker Next owner CX lead on shift at 8 am Deadline Remedy offered by 10 am The handoff between shifts. The customer got an honest commitment, and tomorrow’s owner has the case. Unit of work BPO terms Term Today Proposed Billed on Tickets handled Requests finished Counted when The ticket closes Verified done A repeat contact Billed again Counted once Review A quarterly QA sample A monthly verified-done report What changes in the next BPO contract: the unit of work. Your finance lead and the account manager review it. ## How you’ll know it’s working. 1. Requests finished per paid hour The honest unit is a request that actually finished. 2. Service level by window Whether overnight and weekend coverage actually hold. 3. Hours that changed a shift or a contract Capacity counts as cash only when a decision changed. Baselines agreed before we build. ## Works with what you have. Support - Assembled - Zendesk - Gorgias - Intercom We configure first Assembled combines workforce planning with routing by queue opening hours, and your helpdesk may route by schedule too. We start with the one you have, and ask your BPO what it already offers. We build when Savings depend on changing shifts or a contract, and nobody can show the work that’s left. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - A forecast of the work left after AI, by interval and language - A coverage plan across your team, AI and BPO - Handoff rules between shifts - A unit-of-work proposal for your next BPO terms ### We start from - Helpdesk history and schedules - Your BPO contract and queue reports - Which hours and languages you cover today ### From your team Owner CX lead, with finance Involves - Customer service - Finance - Your BPO ## Questions teams ask. Will this cut our team? It plans coverage, and the decisions are yours. Freed time can go to escalations, coaching and relationship calls, or to avoiding seasonal hiring. We show what changes a payroll or contract line, and what doesn’t. Our BPO already offers workforce planning. It may. Ask for it, then compare it with the work that’s left after AI in your own conversations. We help write the unit of work, so the terms follow what got finished. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with finance. We can keep running it with you, or step back. How do we start? Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your support engine. One of 12 use cases, in 6 parts. [See the whole support engine]() 1. [Order changes **2**]() 2. [Delivery & returns **2**]() 3. [Product help **2**]() 4. [Knowledge **2**]() 5. [Quality & proof **2**]() 6. [People & coverage **2**]() In people & coverage - **Coverage planning**You’re here - [**Platform choice**Choose an AI support platform on your own conversations]() Works with - [**Verified resolution**Check that AI and agents actually finished the job]() - [**Agent assist**Give your team source-linked answers and the next step]() ## Cover the work that’s actually left. Start with a support review. [Start with a support review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/coverage-planning/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)