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            Admin Checklist for Capacity Plan Setup

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            Admin Checklist for Capacity Plan Setup

            Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.

            Required Editions

            Example
            Example
            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            View supported editions.

            For Customers Using an Omni-Channel Queue-Based Routing Workflow

            A capacity plan is optimized to work with an Omni-Channel queue-based routing workflow. We have separate setup instructions for a non-Omni workflow that uses standard or custom objects.

            Configuration Step Documentation
            Step 1. Set up workload history and intelligent forecasting. Then create a workload history and an intelligent forecast based on your queue volumes.

            Admin Checklist for Workload History and Forecast Setup

            Create a Workload History

            Create an Intelligent Forecast

            Step 2. Add the Skill Requirements related list to the Job Profiles object. Add a Related List to an Object
            Step 3. Create service resources, and assign them to your plan’s service territory. Create Service Resources for Agents
            Step 4. Enable the configuration app in Setup. Enable Workforce Engagement and Feature Preferences
            Step 5. Create job profiles, and map them to queues. You can create up to 10 job profiles per plan.

            Create a Job Profile

            Map Job Profiles to Queues

            Step 6. Create shift templates. Make sure that they meet these requirements.

            • A shift template must have a duration of at least 1 hour and be within the service territory’s operating hours.
            • Start and end times must start and end on a quarter hour. For example, 10:00, 10:15, 10:30, and 10:45 are valid times.
            • If you change the start or end times for the shift template or the job profiles, Workforce Engagement can’t create shifts from the template. The shift template must remain active.
            		 Create Shift Templates
            Step 7. Everything is set up. You’re ready to create a capacity plan. Create a Capacity Plan

            For Customers Using a Non-Omni Workflow

            Configuration Step Documentation
            Step 1. Prepare your org, and then create a workload history and an intelligent forecast. Your workload history and forecast are based on a channel object and region, skill, and custom fields.

            Admin Checklist for Workload History and Forecast Setup

            Create a Workload History

            Create an Intelligent Forecast

            Step 2. Add related lists to objects.

            • On Job Profiles, add the Skill Requirements related list.
            • On Service Resources, add the Skills related list.
            		 Add a Related List to an Object
            Step 3. Create service resources, and assign them to your plan’s service territory. Create Service Resources for Agents
            Step 4. Create skills, and add them to your service resources. Create Skills for Skills-Based Routing
            Step 5. Create job profiles, and add skill requirements to each profile. You can create up to 10 job profiles per plan. Create a Job Profile

            Step 6. Create shift templates.

            • A shift template must have a duration of at least 1 hour and be within the service territory’s operating hours.
            • Start and end times must start and end on a quarter hour. For example, 10:00, 10:15, 10:30, and 10:45 are valid times.
            • If you change the start or end times for the shift template or the job profiles, Workforce Engagement can’t create shifts from the template. The shift template must remain active.
            		 Create Shift Templates
            Step 7. Everything is set up. You’re ready to create a capacity plan. Create a Capacity Plan
            • Create a Job Profile
              A job profile lets you describe the skill requirements that are needed for the work.
            • Map Job Profiles to Queues
              Use the Workforce Engagement Configuration App to map job profiles to queues for capacity planning in an Omni-Channel queue-based routing workflow.
             
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