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📚 PlanXpress User Guide

Complete documentation for workforce management excellence

Table of Contents

1. Getting Started

Welcome to PlanXpress

PlanXpress is an AI-native workforce management platform designed specifically for contact centers. Our platform combines advanced AI forecasting with intelligent scheduling to optimize staffing levels, reduce costs, and improve service quality.

Pro Tip: Start with the Business Units setup to configure your organizational structure, then import historical data before running forecasts.

Account Setup

Create Your Account

Sign up at /signup.html with your business email. You'll receive a verification email to activate your account.

Organization Profile

Complete your organization profile in Settings → Platform Settings. Add company name, domain, and contact information.

Choose Your Subscription

Select from Free, Professional, or Enterprise tiers based on your needs. View pricing details at /pricing.html.

Set Up Business Units

Navigate to Business Units to configure your first operational unit (channel type, country, timezone).

Import Historical Data

Use Import Historical Data to upload past call volume data (CSV format) for accurate AI forecasting.

Dashboard Overview

The Dashboard is your mission control. It displays:

  • Today's Forecast: Real-time call volume predictions with confidence intervals
  • Staffing Status: Current agents scheduled vs. required (with service level indicators)
  • Forecast Accuracy: MASE and wMAPE metrics for model performance
  • Business Unit Selector: Switch between different operational units
  • Quick Actions: Jump to forecasting, scheduling, or reports

Navigation

Access all features through the Menu (click menu icon in header):

  • Setup & Configuration: Business units, settings, integrations
  • Planning & Forecasting: AI forecasts, holiday analysis, data imports
  • Operations & Scheduling: Create schedules, manage employees, exception tracking
  • Payroll & Time Tracking: Export payroll, configure wage rates
  • Admin & Support: User management, support tickets, operations guide

2. Business Units

What are Business Units?

Business Units (BUs) represent distinct operational segments within your organization. Each BU has its own:

  • Channel type (voice, chat, email, social media)
  • Geographic location and timezone
  • Holiday calendar configuration
  • Shift constraints and hours of operation
  • Forecasting models and accuracy metrics
Multi-Tenancy: Free tier allows 1 business unit. Professional and Enterprise tiers support unlimited business units for complex operations.

Creating a Business Unit

Navigate to Business Units

Go to Menu → Business Units or /business-units.html.

Click "Create Business Unit"

Fill in required fields: Name, Channel Type, Country, Timezone.

Configure Holiday Calendar

Select countries for holiday tracking. Configure holiday lag (before/after impact window).

Set Shift Constraints

Define earliest shift start (default 05:00), latest shift end, and overnight shift permissions.

Save and Activate

Your new BU is now ready for forecasting and scheduling.

Multi-Country Holiday Support

PlanXpress supports multi-country holiday calendars for global operations. Features include:

  • Holiday Library: Pre-loaded with 200+ countries and their official holidays
  • Custom Holiday Lag: Configure impact window (3 days before, 7 days after by default)
  • Holiday-Aware Forecasting: AI models automatically adjust for holiday patterns
  • Country-Specific Trends: Forecast different behavior for holidays in different markets
Best Practice: Set holiday lag to 3 days before and 7 days after for most contact centers. Adjust based on your industry (e-commerce may need longer post-holiday windows).

BU Status Indicators

Each Business Unit displays real-time status indicators:

  • 🟢 Active: Fully configured with recent forecasts and schedules
  • 🟡 Pending Data: Awaiting historical data import for forecasting
  • 🟠 Configuration Incomplete: Missing required settings (holidays, HOOP, shifts)
  • 🔴 Inactive: Archived or suspended unit

Hours of Operation (HOOP)

Configure your business unit's operating hours in Hours of Operation:

  • Set different hours for each day of the week
  • Define service level targets by time period
  • Configure staffing constraints (earliest shift start, latest shift end)
  • Enable/disable overnight shifts

HOOP configuration directly impacts scheduling recommendations and shift generation.

3. Forecasting

AI-Powered Forecasting

PlanXpress uses advanced machine learning models to predict call volume with industry-leading accuracy. Our forecasting engine considers:

  • Temporal Patterns: Day of week, time of day, seasonality
  • Historical Trends: Long-term growth/decline patterns
  • Holiday Impact: Pre/post holiday behavior changes
  • Special Events: Custom event definitions (sales, campaigns)
  • External Factors: Weather, economic indicators (Enterprise only)
Model Quality: For best results, provide at least 90 days of historical data at 30-minute intervals. The more data, the more accurate your forecasts.

Running a Forecast

Select Business Unit

Use the BU selector in the dashboard to choose your operational unit.

Navigate to Forecasting

Go to Menu → Forecasting or click "Generate Forecast" on the dashboard.

Choose Forecast Period

Select date range: Daily (1-7 days), Weekly (1-13 weeks), or Custom range.

Configure Parameters

Set confidence level (80%, 90%, 95%), interval resolution (15-min, 30-min, hourly), and trend damping.

Run Forecast

Click "Generate Forecast". Processing takes 10-60 seconds depending on data volume.

Review Results

View predictions with confidence intervals. Export to CSV or push to scheduling.

Accuracy Metrics

PlanXpress tracks two key accuracy metrics visible on the dashboard:

MASE (Mean Absolute Scaled Error) - Measures forecast accuracy relative to naïve baseline - < 1.0 = Better than baseline (Good) - 1.0 = Same as baseline - > 1.0 = Worse than baseline (Needs improvement) wMAPE (weighted Mean Absolute Percentage Error) - Measures average forecast error as percentage - < 10% = Excellent - 10-20% = Good - 20-30% = Acceptable - > 30% = Needs improvement
Benchmark: Industry-leading contact centers achieve MASE < 0.8 and wMAPE < 15%. PlanXpress models typically achieve MASE of 0.6-0.7 after sufficient training data.

Interval Views

Forecasts support multiple interval resolutions:

  • 15-minute intervals: For real-time intraday scheduling (Professional+)
  • 30-minute intervals: Standard resolution for most contact centers (all tiers)
  • Hourly intervals: For high-level planning and long-range forecasts (all tiers)
  • Daily aggregates: For weekly/monthly planning (all tiers)

Switch between interval views in the forecast chart to see different levels of granularity.

Trend Damping

For long-range forecasts (13+ weeks), PlanXpress uses trend damping to avoid over-extrapolation:

  • Default: 0.9 - Gradual damping (Week 1 = 90% trend, Week 13 = 25% trend)
  • Range: 0.5-1.0 - Lower values = more conservative long-term forecasts
  • Configurable per BU - Adjust in Business Unit settings
Caution: Setting trend damping below 0.7 may cause forecasts to revert to mean too quickly, missing genuine growth trends. Use 0.85-0.95 for most scenarios.

Holiday Impact Analysis

View detailed holiday impact reports at Menu → Holiday Impact Analysis:

  • Upcoming holidays with predicted impact (increase/decrease %)
  • Historical holiday performance (actual vs. forecast)
  • Country-specific holiday trends
  • Holiday lag window visualization (before/after impact period)

4. Scheduling

Intelligent Scheduling

PlanXpress generates AI-optimized schedules that balance:

  • Service Level Targets: Meet SL goals (80/20, 90/30, custom)
  • Forecast Demand: Match staffing to predicted call volume
  • Employee Preferences: Consider shift preferences and availability
  • Labor Laws: Enforce breaks, meals, max hours, rest periods
  • Cost Optimization: Minimize overtime and off-shift premiums

Creating a Schedule

Generate Forecast First

Schedules require an active forecast. Run forecast for your target week.

Navigate to Scheduling

Go to Menu → Scheduling or /advanced-schedule.html.

Select Week and Service Level

Choose week start date and SL target (80/20, 90/30, 95/15, or custom).

Choose Shift Template

Select from 9 pre-built templates or create custom shift patterns.

Configure Breaks & Meals

Set break duration (15 min), meal duration (30-60 min), and timing rules.

Add Meeting Blocks

Block out recurring team meetings, training, or 1-on-1s.

Generate Schedule

Click "Generate Schedule". AI solver runs for 30-90 seconds to find optimal staffing plan.

Review and Publish

Review schedule with SL heatmap. Make manual adjustments if needed. Publish to employees.

Shift Types

PlanXpress supports 9 pre-built shift templates:

  • Standard 5x8 (Mon-Fri): Traditional 8-hour shifts, weekdays only
  • 5x8 Rotating Weekends: 8-hour shifts with weekend rotation
  • Compressed 4x10: 4 days per week, 10-hour shifts
  • Hybrid 80/20: 80% full-time (8-hour), 20% part-time (4-hour)
  • Hybrid 60/30/10: 60% full-time, 30% part-time, 10% flex
  • Split Shift: Two work periods per day with extended break
  • 24/7 Rotating: Round-the-clock coverage with rotating shifts
  • Part-Time Heavy: Primarily 4-6 hour shifts for flexibility
  • Custom: Define your own shift patterns and rules

Breaks & Meals

Configure break and meal policies per Business Unit:

  • Break Duration: 10-20 minutes (default 15 min)
  • Break Frequency: 1-2 breaks per 8-hour shift
  • Meal Duration: 30-60 minutes (default 30 min)
  • Meal Timing: Scheduled within 4-6 hours of shift start
  • Compliance Rules: Auto-enforced based on local labor laws
Labor Law Compliance: PlanXpress enforces minimum break/meal requirements based on Business Unit country. Review local regulations in Customer Settings.

Meeting Blocks

Block out non-phone time for recurring activities:

  • Team Meetings: Daily standups, weekly team meetings
  • Training Sessions: Onboarding, skills training, coaching
  • 1-on-1s: Manager check-ins (15-30 min)
  • Admin Time: Schedule adherence review, email processing

Meeting blocks reduce available staffing by the configured duration. PlanXpress automatically adjusts scheduling to maintain service level targets.

15-Minute Intervals

Professional and Enterprise tiers support 15-minute interval scheduling:

  • Precision Staffing: Match agents to demand in 15-min increments
  • Intraday Adjustments: Real-time schedule updates for volume spikes
  • Shift Staggering: Start times at :00, :15, :30, :45 for smooth coverage
  • Break Optimization: Place breaks in lower-volume intervals
Performance Tip: 15-minute intervals can improve service level by 5-10% compared to 30-minute intervals, especially during peak hours.

Service Level Display

The schedule view displays real-time service level indicators:

  • 🟢 Green: SL target met or exceeded (surplus capacity)
  • 🟡 Yellow: Within 5% of SL target (adequate coverage)
  • 🟠 Orange: 5-10% below SL target (understaffed)
  • 🔴 Red: >10% below SL target (critical shortage)

Click any interval to see detailed staffing metrics: required agents, scheduled agents, forecast volume, average handle time, and service level %.

Exception Codes

Track off-phone time with exception codes in Menu → Exception Codes:

  • PTO: Paid time off (vacation, sick leave)
  • Training: Skills training, onboarding, certification
  • Meeting: Team meetings, 1-on-1s, coaching sessions
  • Admin: Email processing, schedule adherence, reporting
  • System Down: Unplanned outages, technical issues
  • Custom Codes: Define your own exception categories

Exception codes reduce available staffing in real-time and flow into payroll exports.

5. Simulations & Trials

PlanXpress Trials (Monte Carlo Simulation)

Test scheduling scenarios with Monte Carlo simulation before committing to real schedules. Trials help answer questions like:

  • "What happens if call volume is 20% higher than forecast?"
  • "Can we maintain 90/30 SL with 10% fewer agents?"
  • "What's the impact of reducing break duration from 15 to 10 minutes?"
  • "How does shift staggering affect service level?"
Professional Feature: Monte Carlo simulations are available on Professional and Enterprise tiers. Run unlimited trials to optimize your staffing strategy.

Running a Simulation

Define Baseline Scenario

Start with an existing schedule or forecast as your baseline.

Set Variance Parameters

Configure volume variance (±10%, ±20%, ±30%), AHT variance, shrinkage variance.

Choose Number of Trials

Run 100-10,000 trials (more trials = more accurate confidence intervals).

Execute Simulation

PlanXpress runs trials in parallel. Processing takes 10-60 seconds for 1000 trials.

Analyze Results

View probability distributions: P50 (median), P90, P95, P99 scenarios.

Compare Scenarios

Run multiple simulations with different parameters. Compare outcomes side-by-side.

Simulation Outputs

Each simulation generates:

  • Service Level Distribution: Histogram of SL % across all trials
  • Confidence Intervals: 50th, 90th, 95th, 99th percentile outcomes
  • Risk Metrics: Probability of missing SL target
  • Cost Analysis: Labor cost distribution (regular time + overtime)
  • Staffing Recommendations: Min/max agents needed for target confidence

Use Cases

Common simulation scenarios:

Peak Season Planning: Simulate +30% volume during Black Friday. Determine how many temporary agents to hire to maintain 90/30 SL with 95% confidence.
Cost Reduction: Test reducing headcount by 5%. See impact on SL. Find minimum staff level that still meets 80/20 SL target 90% of the time.
Shift Pattern Testing: Compare Standard 5x8 vs. Compressed 4x10 shifts. Measure impact on SL, cost, and agent satisfaction.

6. Integrations

Supported Integrations

PlanXpress integrates with leading contact center platforms:

  • Aircall: OAuth-based call data sync (Professional+)
  • CSV Import: Manual data uploads for any platform (all tiers)
  • API Access: RESTful API for custom integrations (Enterprise)

Aircall OAuth Integration

Connect PlanXpress to Aircall for automatic call data synchronization:

Navigate to Integrations

Go to Menu → Integrations or /aircall-mapping.html.

Click "Connect Aircall"

You'll be redirected to Aircall's OAuth authorization page.

Authorize PlanXpress

Grant PlanXpress permission to read call data and team information.

Map Business Units

Map Aircall teams to PlanXpress Business Units.

Configure Sync Schedule

Set sync frequency: Hourly, every 4 hours, daily, or manual.

Run Initial Sync

Click "Sync Now" to import historical call data (up to 90 days).

Data Privacy: PlanXpress only reads call metadata (timestamp, duration, queue). We do not access call recordings, customer details, or agent notes.

CSV Data Import

Import historical call data from any platform using CSV files:

  • Required Fields: Date, Time/Hour, Call Count
  • Optional Fields: AHT (average handle time), Abandoned Calls, Service Level
  • Format: CSV with headers, date format YYYY-MM-DD, time in 24-hour format
  • Max File Size: 50 MB per upload (Professional), 500 MB (Enterprise)

Sample CSV format:

Date,Hour,CallCount,AHT 2026-01-15,09,142,285 2026-01-15,10,189,312 2026-01-15,11,201,298 ...

Navigate to Menu → Import Historical Data to upload CSV files.

API Access (Enterprise)

Enterprise customers get full API access for custom integrations:

  • Endpoints: Forecasts, Schedules, Business Units, Employees, Reports
  • Authentication: API key-based (OAuth2 available on request)
  • Rate Limits: 1000 requests/hour (higher limits available)
  • Webhooks: Real-time notifications for forecast completion, schedule changes
  • Documentation: OpenAPI/Swagger spec available in Settings

Contact support@110global.ai to enable API access.

7. Reports & Analytics

Available Reports

PlanXpress provides comprehensive reporting at Menu → Analytics:

  • Forecast Accuracy: MASE, wMAPE, MAE, RMSE by day/week/month
  • Service Level Performance: Actual SL vs. target, interval heatmaps
  • Staffing Utilization: Agent occupancy, idle time, shrinkage analysis
  • Cost Reports: Labor cost breakdown (regular, overtime, off-shift premium)
  • Schedule Adherence: On-time login, break compliance, late departures
  • Exception Tracking: PTO, training, meetings by employee/team
  • Payroll Summary: Hours worked by pay code, overtime trends

Dashboards

Pre-built dashboards for common use cases:

  • Executive Dashboard: High-level KPIs (SL %, cost per contact, forecast accuracy)
  • Operations Dashboard: Today's staffing, real-time SL, intraday adjustments
  • WFM Dashboard: Schedule vs. actuals, adherence %, exception trends
  • Finance Dashboard: Labor cost trends, budget vs. actual, overtime analysis

All dashboards support filters: Business Unit, Date Range, Employee Group, Shift Type.

Exporting Data

Export reports in multiple formats:

  • CSV: Raw data for Excel/Google Sheets analysis
  • PDF: Formatted reports for presentations/archival (Professional+)
  • Excel (.xlsx): Pivot-ready with charts (Enterprise)
  • API Export: Programmatic data access (Enterprise)
Scheduled Reports: Enterprise customers can schedule automatic report delivery via email (daily, weekly, monthly).

Activity Log

Track all system activity at Menu → Activity Log:

  • User logins and permissions changes
  • Forecast generation and parameters
  • Schedule creation and edits
  • Employee roster updates
  • Integration sync events
  • Report exports and API calls

Activity logs are retained for 90 days (Professional) or 365 days (Enterprise).

8. User Management

User Roles & Permissions

PlanXpress supports role-based access control (RBAC):

Role Permissions Use Case
Admin Full system access, user management, billing, integrations WFM Director, IT Administrator
Manager Create forecasts/schedules, manage employees, view reports WFM Analyst, Operations Manager
Supervisor View schedules, approve exceptions, run reports Team Lead, Shift Supervisor
User View own schedule, submit exception requests Contact Center Agent
Read-Only View-only access to dashboards and reports Finance, Executive Stakeholders

Inviting Users

Navigate to User Management

Go to Menu → User Management or /user-management.html.

Click "Invite User"

Enter email address and select role.

Assign Business Units

Grant access to specific Business Units (or all units for Admins).

Send Invitation

User receives email with activation link. Expires in 7 days.

User Accepts

User clicks link, sets password, and gains access based on assigned role.

Security: Passwords must be 8+ characters with uppercase, lowercase, number, and special character. 2FA available on Enterprise tier.

Employee Roster

Manage your contact center team at Menu → Employee Roster:

  • Employee Profiles: Name, email, employee ID, hire date, department
  • Shift Preferences: Preferred start times, days off, availability windows
  • Skills & Certifications: Languages, product lines, skill levels
  • Wage Rates: Base pay, overtime multiplier, off-shift premiums
  • Contract Type: Full-time, part-time, contractor, temporary
  • Active/Inactive Status: Track terminations, LOAs, seasonal workers

Employee data flows into scheduling (preferences, availability) and payroll (wage rates, hours).

Single Sign-On (SSO)

Enterprise customers can enable SSO for seamless authentication:

  • SAML 2.0: Integrate with Okta, Azure AD, OneLogin
  • OAuth 2.0: Google Workspace, Microsoft 365
  • Just-in-Time Provisioning: Auto-create users on first login
  • Role Mapping: Sync roles from your identity provider

Contact support@110global.ai to configure SSO.

9. Subscription Tiers & Pricing

Feature Comparison

Feature Free Professional Enterprise
Business Units 1 unit 5 units Unlimited
Users 1 user 10 users Unlimited
Employees 10 agents 100 agents Unlimited
Forecast Horizon 7 days 13 weeks 26 weeks
Forecast Intervals 30-min, Hourly 15-min, 30-min, Hourly 15-min, 30-min, Hourly
Monte Carlo Simulations ❌ ✅ Unlimited ✅ Unlimited
Aircall Integration ❌ ✅ Hourly sync ✅ Real-time sync
CSV Export ✅ ✅ ✅
PDF Reports ❌ ✅ ✅
API Access ❌ ❌ ✅
SSO ❌ ❌ ✅
Priority Support ❌ Email (24hr) Phone/Email (4hr SLA)
Scheduled Reports ❌ ❌ ✅
Custom Branding ❌ ❌ ✅
Data Retention 90 days 365 days Unlimited

Pricing

PlanXpress offers transparent, per-agent pricing:

  • Free: $0/month - Up to 10 agents, 1 business unit, basic forecasting
  • Professional: $19/agent/month - Up to 100 agents, 5 BUs, 15-min intervals, simulations
  • Enterprise: Custom pricing - Unlimited agents/BUs, API access, SSO, priority support
Volume Discounts: Save 15% on 100+ agents, 25% on 500+ agents, 35% on 1000+ agents. Contact sales for custom pricing.

Billing & Payment

Manage your subscription in Settings → Platform Settings:

  • Payment Methods: Credit card (Stripe), ACH transfer (Enterprise only)
  • Billing Cycle: Monthly or annual (save 20% with annual)
  • Agent Count: Automatically adjusts based on active employees in roster
  • Prorated Billing: Mid-cycle changes prorated to next billing date
  • Invoices: Downloadable from Settings, emailed monthly
Agent Count: Billing is based on active employees in your roster. Inactive/terminated employees don't count toward billing. Update status in Employee Roster to avoid overcharges.

Upgrade/Downgrade

Change your subscription tier anytime:

  • Upgrade: Instant access to new features, prorated charge for remainder of billing cycle
  • Downgrade: Takes effect at end of current billing cycle, data retained for 90 days
  • Cancel: Cancel anytime, no early termination fees. Data exported via API or CSV before deletion

To upgrade/downgrade, visit Settings → Platform Settings → Subscription.

Free Trial

Try Professional tier free for 14 days:

  • Full access to Professional features (15-min intervals, simulations, integrations)
  • No credit card required to start trial
  • Email reminders at 7 days, 12 days, and trial end
  • Auto-downgrade to Free tier if no payment method added

Start your trial at /pricing.html or during onboarding.

🚀 Quick Links

Dashboard
View today's forecast and staffing
Business Units
Configure your operations
Forecasting
Generate AI predictions
Scheduling
Create optimal schedules
Support
Get help from our team
Settings
Manage account and billing

📞 Need Help?

Our support team is here to help you succeed with PlanXpress.

Submit Support Ticket
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