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Optimize Staffing with Workforce Engagement
Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers.
Required Editions
| View supported editions. |
| Pathways Into Workforce Engagement Management |
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Forecast Your Future Workload Workload Histories and Intelligent Forecasts |
Predict Staffing to Meet Forecasts |
Match the Right Agents to Shifts |
Use APIs and Automation to Extend Functionality |
Monitor and Fix Today’s Staffing Gaps |
- Supported Editions for Workforce Engagement Management
Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management - Workforce Management Limits and Considerations
Before setting up Workforce Management, review these limits and considerations. - Set Up Workforce Management
Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use. - Workforce Management User Permission Sets
Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Management features. - Workload Histories and Intelligent Forecasts
A workload history aggregates all or some of a contact center's historic workload volume data. Use a workload history as the foundation to build an intelligent forecast, which predicts future work volume based on your historic trends. - Capacity Plans
Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements.. - Intraday Management
Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes. - View Historical Adherence Metrics
Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard. - Scheduling Agents for Shifts
Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts. - Manage Shift Scheduling
Help your planners manage employee shifts efficiently. Scheduling tools-get candidates, batch assign, and mass shift update-help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define.
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