{"id":5172,"date":"2026-04-21T12:33:34","date_gmt":"2026-04-21T10:33:34","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=5172"},"modified":"2026-04-21T12:33:37","modified_gmt":"2026-04-21T10:33:37","slug":"figuras-calendario-la-solucion-de-mst-para-optimizar-la-capacidad-en-contact-centers-bancarios","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/figuras-calendario-la-solucion-de-mst-para-optimizar-la-capacidad-en-contact-centers-bancarios\/","title":{"rendered":"Figuras Calendario: la soluci\u00f3n de MST para optimizar la capacidad en contact centers bancarios"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">La <strong>gesti\u00f3n de capacidad en contact centers bancarios<\/strong> es uno de los retos operativos m\u00e1s complejos del sector financiero. La demanda no es constante ni predecible en el corto plazo: se concentra en fechas muy concretas del calendario, generando <strong>picos de contacto<\/strong> que los modelos tradicionales de planificaci\u00f3n no consiguen absorber sin un coste elevado o una p\u00e9rdida de calidad de servicio.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Frente a esta realidad, MST ha desarrollado una soluci\u00f3n propia: la <strong>figura calendario<\/strong>. Un modelo que no nace de la improvisaci\u00f3n, sino de a\u00f1os de an\u00e1lisis del comportamiento del cliente bancario y de una visi\u00f3n avanzada del <strong>Workforce Management<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">El problema: demanda estacional con estructura de plantilla r\u00edgida<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La banca presenta una particularidad que la diferencia de otros sectores: su demanda es altamente previsible a nivel macro, pero muy irregular en la operativa diaria. El cobro de pensiones, la activaci\u00f3n de n\u00f3minas, las campa\u00f1as fiscales o los cambios normativos generan picos de contacto de gran intensidad en ventanas de tiempo muy reducidas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El problema no es la falta de datos. La informaci\u00f3n existe y es recurrente. El problema es el <strong>desacople entre la estructura de la demanda y la estructura de la plantilla<\/strong>. Dimensionar una operaci\u00f3n bancaria \u00fanicamente sobre la base de un volumen medio lleva inevitablemente a dos escenarios indeseables: sobredimensionar la plantilla estable para absorber picos puntuales, o asumir una degradaci\u00f3n del <strong>nivel de servicio<\/strong> en los d\u00edas cr\u00edticos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ambas opciones tienen un coste real. Y ambas son evitables.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La figura calendario: capacidad estructurada, no improvisada<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La figura calendario es una soluci\u00f3n de <strong>planificaci\u00f3n flexible de capacidad<\/strong> dise\u00f1ada espec\u00edficamente para cubrir d\u00edas de comportamiento an\u00f3malo pero previsible. No son refuerzos de \u00faltima hora ni agentes polivalentes activados sin criterio. Son perfiles integrados en la planificaci\u00f3n anual del servicio, con d\u00edas de activaci\u00f3n identificados de antemano por el \u00e1rea de <strong>Workforce Management<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Estos agentes trabajan \u00fanicamente en las jornadas previamente clasificadas como de alta criticidad. Su incorporaci\u00f3n no responde a una desviaci\u00f3n del forecast, sino a una decisi\u00f3n estrat\u00e9gica tomada con antelaci\u00f3n, basada en el an\u00e1lisis hist\u00f3rico y en los objetivos de negocio.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La capacidad deja as\u00ed de ser una masa homog\u00e9nea. Se estructura en dos capas complementarias: una <strong>capacidad base<\/strong> para la demanda regular, y una <strong>capacidad estacional<\/strong> activada en los momentos del calendario que lo requieren. Cada capa tiene sus propias reglas, sus propios costes y sus propios indicadores de rendimiento.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Impacto econ\u00f3mico: de costes fijos a costes variables controlados<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Aqu\u00ed reside uno de los mayores valores del modelo. En banca, el <strong>coste por contacto<\/strong> y el <strong>coste por FTE<\/strong> son indicadores bajo escrutinio constante. La posibilidad de ajustar la capacidad a la demanda real, sin sobredimensionar ni degradar el servicio, tiene un impacto directo y medible en la cuenta de resultados.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Las figuras calendario permiten a MST <strong>transformar costes fijos en costes variables controlados<\/strong>. Cada hora trabajada responde a una necesidad concreta y est\u00e1 respaldada por un caso de negocio claro. No hay horas ociosas asociadas a picos que no llegan, ni d\u00e9ficit de capacidad en los d\u00edas que m\u00e1s importan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pero el impacto econ\u00f3mico va m\u00e1s all\u00e1 del coste directo. Al reducir la presi\u00f3n sobre la plantilla estable en los d\u00edas de mayor demanda, se producen efectos positivos en cadena:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reducci\u00f3n del absentismo<\/strong>: menos carga extraordinaria sobre los agentes habituales significa menos bajas por estr\u00e9s o fatiga.<\/li>\n\n\n\n<li><strong>Menor rotaci\u00f3n<\/strong>: un equipo que no se ve desbordado de forma recurrente es un equipo m\u00e1s estable y con menor intenci\u00f3n de abandono.<\/li>\n\n\n\n<li><strong>Reducci\u00f3n de horas extra<\/strong>: la capacidad adicional ya est\u00e1 planificada, no se genera de urgencia.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Estos tres factores tienen un coste indirecto muy significativo a medio plazo. En el sector de los <strong>contact centers<\/strong>, la rotaci\u00f3n y el absentismo son dos de las principales palancas de p\u00e9rdida de eficiencia econ\u00f3mica. El modelo de figura calendario act\u00faa directamente sobre ellas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Adem\u00e1s, la transparencia del modelo facilita la toma de decisiones a nivel directivo. Cada activaci\u00f3n de figuras calendario est\u00e1 justificada, presupuestada y vinculada a un evento concreto del calendario bancario. Eso mejora la <strong>eficiencia operativa del contact center<\/strong> y simplifica la planificaci\u00f3n financiera del servicio.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">WFM como motor del modelo<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">El despliegue de la figura calendario no es posible sin un \u00e1rea de <strong>Workforce Management<\/strong> madura y orientada a la planificaci\u00f3n estrat\u00e9gica. En MST, el WFM no se limita a prever vol\u00famenes: interpreta el calendario bancario como un mapa de riesgos y oportunidades, modela escenarios, define m\u00e1rgenes de seguridad y coordina la activaci\u00f3n de capacidad de forma precisa.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Los modelos de <strong>Erlang C<\/strong>, herramienta est\u00e1ndar en el <strong>dimensionamiento de contact centers<\/strong>, encuentran en la figura calendario un aliado fundamental. Al no tener que sobredimensionar la plantilla base para cubrir picos puntuales, Erlang puede aplicarse de forma m\u00e1s realista, con buffers m\u00e1s ajustados y resultados m\u00e1s fiables.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">El resultado: eficiencia econ\u00f3mica y experiencia de cliente alineadas<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La figura calendario demuestra que eficiencia econ\u00f3mica y calidad de servicio no son objetivos contrapuestos. Cuando la capacidad est\u00e1 bien planificada, los <strong>niveles de servicio (SLA)<\/strong> se mantienen estables incluso en los d\u00edas de mayor presi\u00f3n, y el coste de operaci\u00f3n se optimiza de forma sostenida.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para el cliente bancario, que en muchos de estos d\u00edas estacionales est\u00e1 gestionando momentos financieros importantes, la diferencia es tangible: menos tiempo de espera, atenci\u00f3n m\u00e1s \u00e1gil y una <strong>experiencia del cliente<\/strong> coherente con lo que espera de su entidad.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">MST ha demostrado que es posible construir un modelo de operaci\u00f3n bancaria flexible, eficiente y sostenible. La figura calendario no es un parche operativo. Es una ventaja competitiva planificada.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La gesti\u00f3n de capacidad en contact centers bancarios es uno de los retos operativos m\u00e1s complejos del sector financiero. La demanda no es constante ni predecible en el corto plazo: se concentra en fechas muy concretas del calendario, generando picos de contacto que los modelos tradicionales de planificaci\u00f3n no consiguen absorber sin un coste elevado 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uYW1lYXR0cmlidXRlc2NvbnRlbnRXRk0gY29tbyBtb3RvciBkZWwgbW9kZWxvbGV2ZWxvcGVuUG9wdXBJZGlubmVyQmxvY2tzY2xpZW50SWRpc1ZhbGlkbmFtZWF0dHJpYnV0ZXNjb250ZW50RWwgZGVzcGxpZWd1ZSBkZSBsYSBmaWd1cmEgY2FsZW5kYXJpbyBubyBlcyBwb3NpYmxlIHNpbiB1biDDoXJlYSBkZSA8c3Ryb25nPldvcmtmb3JjZSBNYW5hZ2VtZW50PC9zdHJvbmc+IG1hZHVyYSB5IG9yaWVudGFkYSBhIGxhIHBsYW5pZmljYWNpw7NuIGVzdHJhdMOpZ2ljYS4gRW4gTVNULCBlbCBXRk0gbm8gc2UgbGltaXRhIGEgcHJldmVyIHZvbMO6bWVuZXM6IGludGVycHJldGEgZWwgY2FsZW5kYXJpbyBiYW5jYXJpbyBjb21vIHVuIG1hcGEgZGUgcmllc2dvcyB5IG9wb3J0dW5pZGFkZXMsIG1vZGVsYSBlc2NlbmFyaW9zLCBkZWZpbmUgbcOhcmdlbmVzIGRlIHNlZ3VyaWRhZCB5IGNvb3JkaW5hIGxhIGFjdGl2YWNpw7NuIGRlIGNhcGFjaWRhZCBkZSBmb3JtYSBwcmVjaXNhLmRyb3BDYXBvcGVuUG9wdXBJZGlubmVyQmxvY2tzY2xpZW50SWRpc1ZhbGlkbmFtZWF0dHJpYnV0ZXNjb250ZW50TG9zIG1vZGVsb3MgZGUgPHN0cm9uZz5FcmxhbmcgQzwvc3Ryb25nPiwgaGVycmFtaWVudGEgZXN0w6FuZGFyIGVuIGVsIDxzdHJvbmc+ZGltZW5zaW9uYW1pZW50byBkZSBjb250YWN0IGNlbnRlcnM8L3N0cm9uZz4sIGVuY3VlbnRyYW4gZW4gbGEgZmlndXJhIGNhbGVuZGFyaW8gdW4gYWxpYWRvIGZ1bmRhbWVudGFsLiBBbCBubyB0ZW5lciBxdWUgc29icmVkaW1lbnNpb25hciBsYSBwbGFudGlsbGEgYmFzZSBwYXJhIGN1YnJpciBwaWNvcyBwdW50dWFsZXMsIEVybGFuZyBwdWVkZSBhcGxpY2Fyc2UgZGUgZm9ybWEgbcOhcyByZWFsaXN0YSwgY29uIGJ1ZmZlcnMgbcOhcyBhanVzdGFkb3MgeSByZXN1bHRhZG9zIG3DoXMgZmlhYmxlcy5kcm9wQ2Fwb3BlblBvcHVwSWRpbm5lckJsb2Nrc2NsaWVudElkaXNWYWxpZG5hbWVhdHRyaWJ1dGVzY29udGVudEVsIHJlc3VsdGFkbzogZWZpY2llbmNpYSBlY29uw7NtaWNhIHkgZXhwZXJpZW5jaWEgZGUgY2xpZW50ZSBhbGluZWFkYXNsZXZlbG9wZW5Qb3B1cElkaW5uZXJCbG9ja3NjbGllbnRJZGlzVmFsaWRuYW1lYXR0cmlidXRlc2NvbnRlbnRMYSBmaWd1cmEgY2FsZW5kYXJpbyBkZW11ZXN0cmEgcXVlIGVmaWNpZW5jaWEgZWNvbsOzbWljYSB5IGNhbGlkYWQgZGUgc2VydmljaW8gbm8gc29uIG9iamV0aXZvcyBjb250cmFwdWVzdG9zLiBDdWFuZG8gbGEgY2FwYWNpZGFkIGVzdMOhIGJpZW4gcGxhbmlmaWNhZGEsIGxvcyA8c3Ryb25nPm5pdmVsZXMgZGUgc2VydmljaW8gKFNMQSk8L3N0cm9uZz4gc2UgbWFudGllbmVuIGVzdGFibGVzIGluY2x1c28gZW4gbG9zIGTDrWFzIGRlIG1heW9yIHByZXNpw7NuLCB5IGVsIGNvc3RlIGRlIG9wZXJhY2nDs24gc2Ugb3B0aW1pemEgZGUgZm9ybWEgc29zdGVuaWRhLmRyb3BDYXBvcGVuUG9wdXBJZGlubmVyQmxvY2tzY2xpZW50SWRpc1ZhbGlkbmFtZWF0dHJpYnV0ZXNjb250ZW50UGFyYSBlbCBjbGllbnRlIGJhbmNhcmlvLCBxdWUgZW4gbXVjaG9zIGRlIGVzdG9zIGTDrWFzIGVzdGFjaW9uYWxlcyBlc3TDoSBnZXN0aW9uYW5kbyBtb21lbnRvcyBmaW5hbmNpZXJvcyBpbXBvcnRhbnRlcywgbGEgZGlmZXJlbmNpYSBlcyB0YW5naWJsZTogbWVub3MgdGllbXBvIGRlIGVzcGVyYSwgYXRlbmNpw7NuIG3DoXMgw6FnaWwgeSB1bmEgPHN0cm9uZz5leHBlcmllbmNpYSBkZWwgY2xpZW50ZTwvc3Ryb25nPiBjb2hlcmVudGUgY29uIGxvIHF1ZSBlc3BlcmEgZGUgc3UgZW50aWRhZC5kcm9wQ2Fwb3BlblBvcHVwSWRpbm5lckJsb2Nrc2NsaWVudElkaXNWYWxpZG5hbWVhdHRyaWJ1dGVzY29udGVudE1TVCBoYSBkZW1vc3RyYWRvIHF1ZSBlcyBwb3NpYmxlIGNvbnN0cnVpciB1biBtb2RlbG8gZGUgb3BlcmFjacOzbiBiYW5jYXJpYSBmbGV4aWJsZSwgZWZpY2llbnRlIHkgc29zdGVuaWJsZS4gTGEgZmlndXJhIGNhbGVuZGFyaW8gbm8gZXMgdW4gcGFyY2hlIG9wZXJhdGl2by4gRXMgdW5hIHZlbnRhamEgY29tcGV0aXRpdmEgcGxhbmlmaWNhZGEuZHJvcENhcG9wZW5Qb3B1cElkaW5uZXJCbG9ja3NjbGllbnRJZGlzVmFsaWRuYW1lYXR0cmlidXRlc2NvbnRlbnQ8c3Ryb25nPsK\/UXVpZXJlcyBjb25vY2VyIGPDs21vIHB1ZWRlIGFwbGljYXJzZSBlc3RlIG1vZGVsbyBlbiB0dSBvcGVyYWNpw7NuPzwvc3Ryb25nPiA8YSBocmVmPSJodHRwczovL3d3dy5tc3Rob2xkaW5nLmNvbS8iPkhhYmxhIGNvbiBudWVzdHJvIGVxdWlwbzwvYT5kcm9wQ2Fwb3BlblBvcHVwSWRpbm5lckJsb2NrcyBjbGllbnRJZGlzVmFsaWRuYW1lYXR0cmlidXRlc2NvbnRlbnRkcm9wQ2Fwb3BlblBvcHVwSWRpbm5lckJsb2Nrc3d3dy5tc3Rob2xkaW5nLmNvbWNsaWVudElkaXNWYWxpZG5hbWVhdHRyaWJ1dGVzY29udGVudGRyb3BDYXBvcGVuUG9wdXBJZGlubmVyQmxvY2tzPCEtLSB3cDpwYXJhZ3JhcGggLS0+CjxwPkxhIDxzdHJvbmc+Z2VzdGnDs24gZGUgY2FwYWNpZGFkIGVuIGNvbnRhY3QgY2VudGVycyBiYW5jYXJpb3M8L3N0cm9uZz4gZXMgdW5vIGRlIGxvcyByZXRvcyBvcGVyYXRpdm9zIG3DoXMgY29tcGxlam9zIGRlbCBzZWN0b3IgZmluYW5jaWVyby4gTGEgZGVtYW5kYSBubyBlcyBjb25zdGFudGUgbmkgcHJlZGVjaWJsZSBlbiBlbCBjb3J0byBwbGF6bzogc2UgY29uY2VudHJhIGVuIGZlY2hhcyBtdXkgY29uY3JldGFzIGRlbCBjYWxlbmRhcmlvLCBnZW5lcmFuZG8gPHN0cm9uZz5waWNvcyBkZSBjb250YWN0bzwvc3Ryb25nPiBxdWUgbG9zIG1vZGVsb3MgdHJhZGljaW9uYWxlcyBkZSBwbGFuaWZpY2FjacOzbiBubyBjb25zaWd1ZW4gYWJzb3JiZXIgc2luIHVuIGNvc3RlIGVsZXZhZG8gbyB1bmEgcMOpcmRpZGEgZGUgY2FsaWRhZCBkZSBzZXJ2aWNpby48L3A+CjwhLS0gL3dwOnBhcmFncmFwaCAtLT4KCjwhLS0gd3A6cGFyYWdyYXBoIC0tPgo8cD5GcmVudGUgYSBlc3RhIHJlYWxpZGFkLCBNU1QgaGEgZGVzYXJyb2xsYWRvIHVuYSBzb2x1Y2nDs24gcHJvcGlhOiBsYSA8c3Ryb25nPmZpZ3VyYSBjYWxlbmRhcmlvPC9zdHJvbmc+LiBVbiBtb2RlbG8gcXVlIG5vIG5hY2UgZGUgbGEgaW1wcm92aXNhY2nDs24sIHNpbm8gZGUgYcOxb3MgZGUgYW7DoWxpc2lzIGRlbCBjb21wb3J0YW1pZW50byBkZWwgY2xpZW50ZSBiYW5jYXJpbyB5IGRlIHVuYSB2aXNpw7NuIGF2YW56YWRhIGRlbCA8c3Ryb25nPldvcmtmb3JjZSBNYW5hZ2VtZW50PC9zdHJvbmc+LjwvcD4KPCEtLSAvd3A6cGFyYWdyYXBoIC0tPgoKPCEtLSB3cDpoZWFkaW5nIC0tPgo8aDIgY2xhc3M9IndwLWJsb2NrLWhlYWRpbmciPkVsIHByb2JsZW1hOiBkZW1hbmRhIGVzdGFjaW9uYWwgY29uIGVzdHJ1Y3R1cmEgZGUgcGxhbnRpbGxhIHLDrWdpZGE8L2gyPgo8IS0tIC93cDpoZWFkaW5nIC0tPgoKPCEtLSB3cDpwYXJhZ3JhcGggLS0+CjxwPkxhIGJhbmNhIHByZXNlbnRhIHVuYSBwYXJ0aWN1bGFyaWRhZCBxdWUgbGEgZGlmZXJlbmNpYSBkZSBvdHJvcyBzZWN0b3Jlczogc3UgZGVtYW5kYSBlcyBhbHRhbWVudGUgcHJldmlzaWJsZSBhIG5pdmVsIG1hY3JvLCBwZXJvIG11eSBpcnJlZ3VsYXIgZW4gbGEgb3BlcmF0aXZhIGRpYXJpYS4gRWwgY29icm8gZGUgcGVuc2lvbmVzLCBsYSBhY3RpdmFjacOzbiBkZSBuw7NtaW5hcywgbGFzIGNhbXBhw7FhcyBmaXNjYWxlcyBvIGxvcyBjYW1iaW9zIG5vcm1hdGl2b3MgZ2VuZXJhbiBwaWNvcyBkZSBjb250YWN0byBkZSBncmFuIGludGVuc2lkYWQgZW4gdmVudGFuYXMgZGUgdGllbXBvIG11eSByZWR1Y2lkYXMuPC9wPgo8IS0tIC93cDpwYXJhZ3JhcGggLS0+Cgo8IS0tIHdwOnBhcmFncmFwaCAtLT4KPHA+RWwgcHJvYmxlbWEgbm8gZXMgbGEgZmFsdGEgZGUgZGF0b3MuIExhIGluZm9ybWFjacOzbiBleGlzdGUgeSBlcyByZWN1cnJlbnRlLiBFbCBwcm9ibGVtYSBlcyBlbCA8c3Ryb25nPmRlc2Fjb3BsZSBlbnRyZSBsYSBlc3RydWN0dXJhIGRlIGxhIGRlbWFuZGEgeSBsYSBlc3RydWN0dXJhIGRlIGxhIHBsYW50aWxsYTwvc3Ryb25nPi4gRGltZW5zaW9uYXIgdW5hIG9wZXJhY2nDs24gYmFuY2FyaWEgw7puaWNhbWVudGUgc29icmUgbGEgYmFzZSBkZSB1biB2b2x1bWVuIG1lZGlvIGxsZXZhIGluZXZpdGFibGVtZW50ZSBhIGRvcyBlc2NlbmFyaW9zIGluZGVzZWFibGVzOiBzb2JyZWRpbWVuc2lvbmFyIGxhIHBsYW50aWxsYSBlc3RhYmxlIHBhcmEgYWJzb3JiZXIgcGljb3MgcHVudHVhbGVzLCBvIGFzdW1pciB1bmEgZGVncmFkYWNpw7NuIGRlbCA8c3Ryb25nPm5pdmVsIGRlIHNlcnZpY2lvPC9zdHJvbmc+IGVuIGxvcyBkw61hcyBjcsOtdGljb3MuPC9wPgo8IS0tIC93cDpwYXJhZ3JhcGggLS0+Cgo8IS0tIHdwOnBhcmFncmFwaCAtLT4KPHA+QW1iYXMgb3BjaW9uZXMgdGllbmVuIHVuIGNvc3RlIHJlYWwuIFkgYW1iYXMgc29uIGV2aXRhYmxlcy48L3A+CjwhLS0gL3dwOnBhcmFncmFwaCAtLT4KCjwhLS0gd3A6aGVhZGluZyAtLT4KPGgyIGNsYXNzPSJ3cC1ibG9jay1oZWFkaW5nIj5MYSBmaWd1cmEgY2FsZW5kYXJpbzogY2FwYWNpZGFkIGVzdHJ1Y3R1cmFkYSwgbm8gaW1wcm92aXNhZGE8L2gyPgo8IS0tIC93cDpoZWFkaW5nIC0tPgoKPCEtLSB3cDpwYXJhZ3JhcGggLS0+CjxwPkxhIGZpZ3VyYSBjYWxlbmRhcmlvIGVzIHVuYSBzb2x1Y2nDs24gZGUgPHN0cm9uZz5wbGFuaWZpY2FjacOzbiBmbGV4aWJsZSBkZSBjYXBhY2lkYWQ8L3N0cm9uZz4gZGlzZcOxYWRhIGVzcGVjw61maWNhbWVudGUgcGFyYSBjdWJyaXIgZMOtYXMgZGUgY29tcG9ydGFtaWVudG8gYW7Ds21hbG8gcGVybyBwcmV2aXNpYmxlLiBObyBzb24gcmVmdWVyem9zIGRlIMO6bHRpbWEgaG9yYSBuaSBhZ2VudGVzIHBvbGl2YWxlbnRlcyBhY3RpdmFkb3Mgc2luIGNyaXRlcmlvLiBTb24gcGVyZmlsZXMgaW50ZWdyYWRvcyBlbiBsYSBwbGFuaWZpY2FjacOzbiBhbnVhbCBkZWwgc2VydmljaW8sIGNvbiBkw61hcyBkZSBhY3RpdmFjacOzbiBpZGVudGlmaWNhZG9zIGRlIGFudGVtYW5vIHBvciBlbCDDoXJlYSBkZSA8c3Ryb25nPldvcmtmb3JjZSBNYW5hZ2VtZW50PC9zdHJvbmc+LjwvcD4KPCEtLSAvd3A6cGFyYWdyYXBoIC0tPgoKPCEtLSB3cDpwYXJhZ3JhcGggLS0+CjxwPkVzdG9zIGFnZW50ZXMgdHJhYmFqYW4gw7puaWNhbWVudGUgZW4gbGFzIGpvcm5hZGFzIHByZXZpYW1lbnRlIGNsYXNpZmljYWRhcyBjb21vIGRlIGFsdGEgY3JpdGljaWRhZC4gU3UgaW5jb3Jwb3JhY2nDs24gbm8gcmVzcG9uZGUgYSB1bmEgZGVzdmlhY2nDs24gZGVsIGZvcmVjYXN0LCBzaW5vIGEgdW5hIGRlY2lzacOzbiBlc3RyYXTDqWdpY2EgdG9tYWRhIGNvbiBhbnRlbGFjacOzbiwgYmFzYWRhIGVuIGVsIGFuw6FsaXNpcyBoaXN0w7NyaWNvIHkgZW4gbG9zIG9iamV0aXZvcyBkZSBuZWdvY2lvLjwvcD4KPCEtLSAvd3A6cGFyYWdyYXBoIC0tPgoKPCEtLSB3cDpwYXJhZ3JhcGggLS0+CjxwPkxhIGNhcGFjaWRhZCBkZWphIGFzw60gZGUgc2VyIHVuYSBtYXNhIGhvbW9nw6luZWEuIFNlIGVzdHJ1Y3R1cmEgZW4gZG9zIGNhcGFzIGNvbXBsZW1lbnRhcmlhczogdW5hIDxzdHJvbmc+Y2FwYWNpZGFkIGJhc2U8L3N0cm9uZz4gcGFyYSBsYSBkZW1hbmRhIHJlZ3VsYXIsIHkgdW5hIDxzdHJvbmc+Y2FwYWNpZGFkIGVzdGFjaW9uYWw8L3N0cm9uZz4gYWN0aXZhZGEgZW4gbG9zIG1vbWVudG9zIGRlbCBjYWxlbmRhcmlvIHF1ZSBsbyByZXF1aWVyZW4uIENhZGEgY2FwYSB0aWVuZSBzdXMgcHJvcGlhcyByZWdsYXMsIHN1cyBwcm9waW9zIGNvc3RlcyB5IHN1cyBwcm9waW9zIGluZGljYWRvcmVzIGRlIHJlbmRpbWllbnRvLjwvcD4KPCEtLSAvd3A6cGFyYWdyYXBoIC0tPgoKPCEtLSB3cDpoZWFkaW5nIC0tPgo8aDIgY2xhc3M9IndwLWJsb2NrLWhlYWRpbmciPkltcGFjdG8gZWNvbsOzbWljbzogZGUgY29zdGVzIGZpam9zIGEgY29zdGVzIHZhcmlhYmxlcyBjb250cm9sYWRvczwvaDI+CjwhLS0gL3dwOmhlYWRpbmcgLS0+Cgo8IS0tIHdwOnBhcmFncmFwaCAtLT4KPHA+QXF1w60gcmVzaWRlIHVubyBkZSBsb3MgbWF5b3JlcyB2YWxvcmVzIGRlbCBtb2RlbG8uIEVuIGJhbmNhLCBlbCA8c3Ryb25nPmNvc3RlIHBvciBjb250YWN0bzwvc3Ryb25nPiB5IGVsIDxzdHJvbmc+Y29zdGUgcG9yIEZURTwvc3Ryb25nPiBzb24gaW5kaWNhZG9yZXMgYmFqbyBlc2NydXRpbmlvIGNvbnN0YW50ZS4gTGEgcG9zaWJpbGlkYWQgZGUgYWp1c3RhciBsYSBjYXBhY2lkYWQgYSBsYSBkZW1hbmRhIHJlYWwsIHNpbiBzb2JyZWRpbWVuc2lvbmFyIG5pIGRlZ3JhZGFyIGVsIHNlcnZpY2lvLCB0aWVuZSB1biBpbXBhY3RvIGRpcmVjdG8geSBtZWRpYmxlIGVuIGxhIGN1ZW50YSBkZSByZXN1bHRhZG9zLjwvcD4KPCEtLSAvd3A6cGFyYWdyYXBoIC0tPgoKPCEtLSB3cDpwYXJhZ3JhcGggLS0+CjxwPkxhcyBmaWd1cmFzIGNhbGVuZGFyaW8gcGVybWl0ZW4gYSBNU1QgPHN0cm9uZz50cmFuc2Zvcm1hciBjb3N0ZXMgZmlqb3MgZW4gY29zdGVzIHZhcmlhYmxlcyBjb250cm9sYWRvczwvc3Ryb25nPi4gQ2FkYSBob3JhIHRyYWJhamFkYSByZXNwb25kZSBhIHVuYSBuZWNlc2lkYWQgY29uY3JldGEgeSBlc3TDoSByZXNwYWxkYWRhIHBvciB1biBjYXNvIGRlIG5lZ29jaW8gY2xhcm8uIE5vIGhheSBob3JhcyBvY2lvc2FzIGFzb2NpYWRhcyBhIHBpY29zIHF1ZSBubyBsbGVnYW4sIG5pIGTDqWZpY2l0IGRlIGNhcGFjaWRhZCBlbiBsb3MgZMOtYXMgcXVlIG3DoXMgaW1wb3J0YW4uPC9wPgo8IS0tIC93cDpwYXJhZ3JhcGggLS0+Cgo8IS0tIHdwOnBhcmFncmFwaCAtLT4KPHA+UGVybyBlbCBpbXBhY3RvIGVjb27Ds21pY28gdmEgbcOhcyBhbGzDoSBkZWwgY29zdGUgZGlyZWN0by4gQWwgcmVkdWNpciBsYSBwcmVzacOzbiBzb2JyZSBsYSBwbGFudGlsbGEgZXN0YWJsZSBlbiBsb3MgZMOtYXMgZGUgbWF5b3IgZGVtYW5kYSwgc2UgcHJvZHVjZW4gZWZlY3RvcyBwb3NpdGl2b3MgZW4gY2FkZW5hOjwvcD4KPCEtLSAvd3A6cGFyYWdyYXBoIC0tPgoKPCEtLSB3cDpsaXN0IC0tPgo8dWwgY2xhc3M9IndwLWJsb2NrLWxpc3QiPjwhLS0gd3A6bGlzdC1pdGVtIC0tPgo8bGk+PHN0cm9uZz5SZWR1Y2Npw7NuIGRlbCBhYnNlbnRpc21vPC9zdHJvbmc+OiBtZW5vcyBjYXJnYSBleHRyYW9yZGluYXJpYSBzb2JyZSBsb3MgYWdlbnRlcyBoYWJpdHVhbGVzIHNpZ25pZmljYSBtZW5vcyBiYWphcyBwb3IgZXN0csOpcyBvIGZhdGlnYS48L2xpPgo8IS0tIC93cDpsaXN0LWl0ZW0gLS0+Cgo8IS0tIHdwOmxpc3QtaXRlbSAtLT4KPGxpPjxzdHJvbmc+TWVub3Igcm90YWNpw7NuPC9zdHJvbmc+OiB1biBlcXVpcG8gcXVlIG5vIHNlIHZlIGRlc2JvcmRhZG8gZGUgZm9ybWEgcmVjdXJyZW50ZSBlcyB1biBlcXVpcG8gbcOhcyBlc3RhYmxlIHkgY29uIG1lbm9yIGludGVuY2nDs24gZGUgYWJhbmRvbm8uPC9saT4KPCEtLSAvd3A6bGlzdC1pdGVtIC0tPgoKPCEtLSB3cDpsaXN0LWl0ZW0gLS0+CjxsaT48c3Ryb25nPlJlZHVjY2nDs24gZGUgaG9yYXMgZXh0cmE8L3N0cm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