Admin Checklist for Workload and Forecast Setup

Step 1. Set up Workforce Management.

Set Up Workforce Management

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, Workforce Management 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.

Create a Service Territory

Step 4. For 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 and intelligent forecast.

• To create a workload, deselect Use with Skills-Based Routing Rules when you define a routing configuration.
• In Omni-Channel queue-based routing, Agent Work records contain the work assignments that are routed to your agents. When you create a workload or forecast, you select which AgentWork datetime field (such as Accept Date, Assign Date, or Created Date) to use for aggregation. This selection determines which AgentWork records fall within the workload timeframe based on the chosen field. 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 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