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Enable Workforce Engagement and Feature Preferences
To use Workforce Engagement, turn on the Workforce Engagement org preference in Setup and choose your data model. Configure preferences to let your planners and analysts use the configuration app and view adherence metrics.
Required Editions
| View supported editions. |
- Turn on the Workforce Engagement org preference.
- From Setup, in the Quick Find box, enter Workforce Engagement Management, and select Getting Started.
- Click Enable.
- Select your preferred data model, and click Next.
When you select Machine Learning, Salesforce may access your company's Customer Data for training and improving Intelligent Forecasting Machine Learning and other related services and features.
Note If you want to create long-term forecasts of up to 52 weeks, select Machine Learning as the forecasting algorithm. Otherwise you can create forecasts that project up to 12 weeks. Any forecast can be used to create either a short-term or long-term capacity plan. - Click Use This Model to confirm your selection.
- Enable the Workforce Engagement Configuration app.
- From Setup, in the Quick Find box, enter Workforce Engagement Management, and select Getting Started.
- Select the Enable Workforce Engagement Configuration checkbox.
- To use the app, from the App Launcher, select Workforce Engagement
Configuration.
The landing page for Workforce Engagement settings and configuration tools opens. In the tree menu, we group tools in related areas. As we add new tools to simplify setup tasks, you and your planners and analysts can find them here. For example, from the menu under Capacity Planning, planners can select Job Profile Mapping. The mapping tool matches job profiles to queues.
- Turn on adherence metrics and set the visibility of agent adherence data.
- From Setup, in the Quick Find box, enter Workforce Engagement Management, and select Getting Started.
- Under Adherence, enable Show historical adherence metrics.
Planners can then see metrics in the Historical Adherence app.
When you turn on this feature, Salesforce accesses your company's data to display adherence metrics. After you turn on this feature, it takes some time before the dashboard with adherence metrics is ready.
- Optionally, select Include agent adherence data so that your planners can see adherence data for agents. When you turn on this option, the adherence dashboard includes metrics about individual agents’ time use. To restrict access to this information, deselect this option.
