Support Workforce Planning Review

Use this skill to convert support staffing, capacity, queue, SLA, coverage, escalation, QA, and deflection questions into a concrete artifact with owners, gates, metrics, and recovery paths.

Workflow

1. Identify channels, issue taxonomy, volume history, seasonality, languages, time zones, severity tiers, SLA promises, backlog, launches/incidents, support tooling, and team constraints.
2. Read references/support-workforce-planning-patterns.md.
3. Classify demand as steady state, launch spike, incident surge, seasonal peak, migration wave, abuse burst, enterprise queue, or long-tail support debt.
4. Define forecast, coverage model, schedule assumptions, escalation lanes, QA sampling, macro/knowledge updates, deflection plan, and hiring/vendor triggers.
5. Produce workforce plan, state machine, decision table, event schema, staffing checklist, and risk register.

When not to use

• Do not use for generic advice the base model already handles without this skill's specific artifact contract.

Guardrails