Shift Scheduling Considerations and Limits

Shift scheduling tools are available with a Shift Scheduling or Workforce Engagement license. Depending on which license you have, keep these considerations and differences in mind.

• For Shift Scheduling, assign the Shift Scheduling Planner and Shift Scheduling Agent permission set licenses.
• For Workforce Engagement, assign the Workforce Engagement Analyst, Workforce Engagement Planner, and Workforce Engagement Agent permission set licenses.
• To map job profiles to Omni-Channel queues, Workforce Engagement planners use the Workforce Engagement Configuration app in Setup.
• The Match Queue scheduling rule is available only in Workforce Engagement with an Omni-Channel queue-based routing workflow. If you’re using Shift Scheduling or you’re using a workflow other than Omni-Channel queue-based routing, create a Match Skills scheduling rule to find the right types of support reps for your shifts.
• In Workforce Engagement, you can create a capacity plan based on historical workloads. You can then use shift templates and create shifts in bulk from a capacity plan. Shift Scheduling doesn’t include capacity planning.
• A planner can define shift segment types in Shift Scheduling and Workforce Engagement. In Shift Scheduling, the adherence threshold and background color fields don’t apply.
• How support reps view shift assignments and shift segments depends on whether you’re using Shift Scheduling or Workforce Engagement.
  • In Shift Scheduling, a support rep sees assigned shifts when they open the Shifts related list on their Service Resource record. Support reps can view shift segments in a related list on the shift. Access requires the Shift Scheduling Agent permission set.
  • In Workforce Engagement, support reps can view shifts with defined shift segments in Agent Home. Only published shifts are visible. Admins must set up Agent Home and assign support reps the Workforce Engagement Agent permission set. In Workforce Engagement, shift segments also pair with Intraday Management to monitor under- or overstaffing, make real-time adherence updates, and send email notifications to support reps when their schedule changes.
• To update shift segments, planners can open a Shift record and modify segments. To update shift segments in Workforce Engagement, they can also use the Intraday Management dashboard.