← ccPlanning Academy

For experienced planners — the harder, more technical material the foundational tracks deliberately left out. We teach the intuition: when and why each technique applies, what it buys you, and where it breaks. Each lesson has a short self-check quiz; the track ends with an exam that earns a certificate.

1. 1

   Beyond Erlang C

   The assumptions Erlang C makes, where they break, and reaching for Erlang A.

   Deep dive~10 min
2. 2

   When to simulate

   Monte Carlo and discrete-event simulation — when a formula isn’t enough, and the costs.

   Deep dive~10 min
3. 3

   Skills-based routing & pooling

   Why fragmenting agents into specialist groups costs efficiency, and how overlap buys it back.

   Deep dive~10 min
4. 4

   Machine learning in forecasting

   When ML genuinely beats classical methods, and the traps: data hunger, overfitting, opacity.

   Deep dive~10 min
5. 5

   Optimisation & the solver mindset

   Scheduling as a constrained problem — what solvers do, and what they can’t fix.

   Micro~5 min
6. 6

   Planning for automation & AI deflection

   Modelling a baseline that’s shifting under you — the residual-complexity effect on AHT.

   Micro~5 min
7. 7

   Back-office & blended work

   Why deferrable case work is a different planning problem — throughput, SLAs and the blending trap.

   Micro~5 min