Admin Checklist for Workload History and Forecast Setup

Step 1. Set up Workforce Engagement.

Step 2. Add the Time Slots related list to the Operating Hours object. Then create operating hours with time slots to represent your centers’ operating hours.

If you later create a capacity plan, your shift templates must use operating hours within the service territory's operating hours.

Add a Related List to an Object

Create Operating Hours with Time Slots

Step 3. Create service territories. When you create a workload history, Workforce Engagement uses the selected service territory to set the time zone in the data view. This service territory also determines the time zone used in related forecast and capacity plan data views.

Step 4. If you plan to use queue-based routing, make sure you enable Omni-Channel, set up queues, and associate routing configurations to your queues. You must have historical queue data to generate a workload history and intelligent forecast.

• To create a workload history, leave the Use with Skills-Based Routing Rules box unchecked when you define a routing configuration. If this setting is checked, your queue doesn't appear for selection when you create a history.
• In Omni-Channel queue-based routing, Agent Work records contain the work assignments that are routed to your agents. When you create a history or forecast, we consider only those Agent Work records that have an AcceptDateTime field that's within the workload history timeframe. You can’t upload data to the Agent Work object.

Enable Omni-Channel

Guided Setup Flow for Routing Cases with Omni-Channel

Set Up Omni-Channel

Create Routing Configurations for Your Queues

Create Queues

Step 5. If you use queue-based routing, your team can now create workload histories and intelligent forecasts. If your planners want to also create capacity plans from their forecasts, set up your org for capacity planning.

Create a Workload History

Create an Intelligent Forecast

Admin Checklist for Capacity Plan Setup

Step 6. If you don’t use a queue-based routing workflow, your planners specify a channel when they create a workload history. The planner selects a standard or custom object for the channel. If you don’t have your channel object set up, create and configure it.

Step 7. If you don’t use a queue-based routing workflow, choose or create filters for your workload history and forecast’s dashboard data graph view. Map your fields to a Skills filter, a Region filter, and a Custom filter.