Capacity Standards Workshop for Time Accounting

Capacity Standards Workshop for Time Accounting is the workshop in which a workforce function's forecasting, real-time, data and platform seats take the signed gap register from GP-605 and, in a fixed order, agree the time ledger, one definition per number per channel, one source of truth per number and one requirement model per channel, and sign the result as an extension of the capacity planning section of the function's standard. It matters because an audit that finds its gaps and files them changes nothing: the next monthly cycle signs a plan on inputs the function now knows are wrong. The workshop is part of the Workforce Data Definitions Framework; its outputs are the inputs GP-102 reads. The page produces the time-accounting annex to the capacity planning section, on the ten-block form of Anatomy of a ROC Standard, and is worked in a session with a pack on Wiki:Packs.

It is held after GP-605 has signed a gap register, never before: definitions agreed without an inventory of what each system captures bind nothing. It extends rather than reopens the section: the six stages of Capacity Planning Cycle stand, and the workshop amends the requirement stage by naming, per channel, what it computes on. A measurement has no meaning apart from the operational definition that produces it, and the workshop is where the function writes the definitions its capacity model has been running without.

The sessions

Two sessions suffice for one telephony platform and two channels; three are typical on a mixed estate. Nothing decided later reopens anything earlier.

Session	Walked, in order	Decisions	Artifact that walks out
Session 1 — ledger and definitions	the gap register → Agent Time Accounting Model → Agent State Taxonomy and Activity Codes → the proposed RG changes, one channel at a time	W-01 the ledger · W-02 one definition per number per channel	the ledger; a definition card per number the capacity model consumes
Session 2 — sources and models	the proposed ST rows → Source of Truth Register → the model inventory → Workload Model for Asynchronous Channels, Chat Concurrency and Handle Time, Service Level Mathematics for Voice, Chat and Email → Data Lineage Card for Planning Models	W-03 one source per number · W-04 the model per channel	an ST row per number; a lineage card per model
Session 3 — extension and signature	the amended Method block → the annex → the interim reporting rule from Production Accounting for Blended Agents for every open gap	W-05 the annex signed by the function head, the definition cards countersigned by the register's owner	the signed annex; the proposals opened in GP-606; the interim reporting list

Participants by seat

Seats, never names; an absent seat's decision is deferred to a dated follow-up.

Seat	Brings	Decides	Sessions
The data and analytics lead (chair)	the signed gap register, the test results, the proposed ST rows	W-01, with the real-time lead · W-03, with the register's owner	all
The register's owner (the definitions owner of The Definitions Register)	the RG register and the proposed changes	W-02, with the capacity planning lead · W-03, with the chair · countersigns the definition cards at W-05	all
The forecasting leads, one per segment or channel group	the model inventory	W-04, with the capacity planning lead	2, 3
The capacity planning lead	the requirement stage as it runs	W-02, W-04	all
The real-time lead	the state data, the blended cohorts, the levers that reserve time	W-01, with the chair · the separation method per blended cohort, under W-04	1, 2
The platform owners, one per system class	what each instrument can emit, at what cost, by when	the configuration requests' dates	1, 2
The placement and vendor lead	which numbers partner nodes report	attests the partner-reported rows	2
The function head	the authority to sign the Standard	W-05	3

Inputs

Four, all in hand before the first session or it is postponed: the signed gap register in materiality order, with the evidence beside each gap; the current RG and ST versions with every proposal GP-605 drafted; the model inventory, one row per model with the numbers it consumes; and the capacity planning section as it stands. A function without a model inventory writes it first.

The sequence

The order is fixed because each step binds the next, and the binding runs one way.

1. W-01 Agree the ledger. The room adopts the bucket list and closure identity of Agent Time Accounting Model and agrees to publish the residual. No definition is discussed until the ledger stands, because a definition names the bucket it reads.
2. W-02 Agree the definitions per channel. One card per number per channel: the voice, chat and email cards for handling time are three cards, not one with a footnote. Where the register says collected but misallocated, the card's bucket field is the fix; where it says partially collected, the card is adopted on the captured part, names the uncaptured part in its validation rule and carries a grade no better than [E] until the gap closes; where it says not collected, the card carries its instrument as a proposal.
3. W-03 Agree the source of truth per number. One ST row per card. Where two systems emit the number the room picks one and the other becomes a known-gaps line; the conflict rule on Source of Truth Register is applied, not debated.
4. W-04 Agree the model per channel. The model each channel page names and the ST row each input comes from, on a lineage card graded by its weakest input; for a blended cohort, the separation method, with the reserve threshold SET LOCALLY in the capacity cycle; across channels, the order of Multichannel Capacity Model Assembly.
5. W-05 Sign the extension. The function head signs the annex and the register's owner countersigns the definition cards; every card, row and lineage card then enters GP-606 with the workshop's signatures as its review, and the interim reporting rule is attached to every gap whose fix is dated after the next monthly cycle.

The ordering is the warehousing rule for conformed dimensions, where one agreed definition precedes any fact that joins to it, under stewardship rather than platform administration.

Outputs

A signed definition card per number per channel; an ST row per card; a lineage card per model; the amended Method block naming the model per channel and the registers it reads; the interim reporting list, one line per open gap with owner and date; the GP-606 proposals. Data Quality Gates for Planning Inputs refuses any number that lacks the first two.

Decisions the workshop may not make

The room decides what the words mean, where the numbers come from and which model reads them. It does not decide:

• Any target or value. An occupancy band, a service goal, a time-to-close goal or a concurrency figure belongs to the capacity cycle; the room defines how each is measured, and no number changes by agreeing its definition.
• Any platform. Whether to buy or build an instrument is a technology plan decision; the room records the configuration request and its date.
• Any placement or headcount. A requirement that changes because a blended cohort's idle cushion was a fifth of what was believed goes to the capacity cycle's clearing stage, on the model of the parking-lot rule of Planning Week for a Workforce Function.
• Any statutory matter. A focus-time instrument that needs a works-council agreement is recorded as not run with the liaison's date.
• Any definition the audit did not test. It goes to the next audit pass with an owner.

Worked example

A function on a mixed estate, two telephony platforms feeding one workforce-management system and a case tool with no timer, holds the workshop over three half-days from Tue 3 Nov 2026, after GP-605 signed a register of fourteen gaps, nine material. Session 1 adopts a nine-bucket ledger and proposes eleven definition cards; handling time becomes three cards, the email card (AHT-02, RG-008) carrying a proposed work-item timer as its instrument. Session 2 writes eleven ST rows, picking the first telephony platform's contact record as the source for voice handling time with the second platform's transfer-leg count as a known gap under T-04, and ST-007 as the stand-in source for the email card; and writes seven lineage cards, five graded [E] because the email input is. Session 3 attaches the interim rule for the blended cohort, dated Mon 1 Feb 2027; the function head signs the annex and the register's owner countersigns the eleven cards. Twenty-nine proposals, the eleven cards, eleven rows and seven lineage cards, enter GP-606 that day; the monthly cycle reads the registers on Wed 2 Dec 2026. Every number is synthetic.

The artifact this page produces

The time-accounting annex to the capacity planning section of the Standard, with an owner (the data and analytics lead), the function head's signature on the annex, the register's owner's countersignature on the definition cards, and an expiry.

Part	Holds	Produced in	Template it reuses
Definition cards	one per number per channel	Session 1	The Data Definition Card
Source-of-truth rows	one per card, with grade and known gaps	Session 2	Source of Truth Register
Lineage cards	one per model, weakest-input grade	Session 2	Data Lineage Card for Planning Models
Interim reporting list	one line per open gap: both figures, residual, owner, date	Session 3	Production Accounting for Blended Agents
The amended Method block	the model per channel, the assembly order, the registers read	Session 3	Anatomy of a ROC Standard §3, Method

What would change this

The page claims that the agreement must run ledger, definitions, sources, models, signature, after the audit. The observation that would overturn it is a function that adopted a multichannel requirement model with no inventory of its capture points and no single definition and source per input, whose requirement later reconciled to its ledger on an independent measurement.

How this connects

• Previous: GP-605 — the audit whose signed gap register opens the first session
• Next: GP-606, which adopts every card and row the workshop signs, and Capacity Planning Cycle, whose requirement stage reads them
• Defers to: Anatomy of a ROC Standard — the ten-block section form and the signature and expiry rules the annex inherits
• Feeds: the amended capacity planning section of the Standard, and through it GP-102

Maturity Model Position

Four scales on this wiki use the word level; the launch page states which is which. On the WFM Labs Maturity Model™ a function that has held the workshop once and signed its annex is at Level 2; one whose annex is read by the monthly cycle and its data quality gates, with proposals through GP-606 on each audit pass, is at Level 3, because a rule is released only on inputs whose definition and source are signed, per Human Gates and Number Grades; one whose lineage cards carry input distributions rather than point grades is at Level 4. The workshop recurs with the audit, because the data-quality process model treats definition and source designation as standing processes rather than projects.

See Also

• Workforce Data Definitions Framework — the hub: the ledger, the registers and the channels the workshop signs into the Standard
• Time and Production Accounting Audit (generic process) — GP-605, whose signed gap register is the first input
• Anatomy of a ROC Standard — the ten-block section the annex extends
• The Definitions Register — the RG register the definition cards extend, and the seat that countersigns them
• Definitions and Source-of-Truth Change Control (generic process) — GP-606, where every card and row goes after the signature