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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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To map job profiles and queues in the Workforce Engagement Configuration App: | Workforce Engagement Analyst or Workforce Engagement Planner permission sets |
Mapping job profiles to queues lets you create capacity plans and schedule shifts based on queues. Mapping job profiles to queues involves:
- Associating a job profile to the queue it routes to
- Defining the capacity settings for the job profile
- Defining the service level agreements for the job profile
To map job profiles to queues, open the Settings: Workforce Engagement tab. For standard Salesforce user profiles, this tab is enabled automatically by selecting the Enable Workforce Engagement Configuration checkbox when you turn on Workforce Engagement. For custom user profiles, you must make this tab visible. In Setup, go to Profiles; under Tab Settings, set Settings: Workforce Engagement to Default On.
Complete these steps to map job profiles to queues.
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From the App Launcher, open the Workforce Engagement Configuration
App.
The app opens to the Settings: Workforce Engagement tab.
Note If you don’t see this tab, make sure that you were assigned the Planner or Analyst standard permission set. For a custom user profile, make sure that the Settings: Workforce Engagement tab is set to On. -
From the tree menu, under Capacity Planning, select Job Profile
Mapping.
This page shows the current job profiles and the queues to which they’re mapped.
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Select the job profiles that you want to map.
You can select up to 5 job profiles at one time. If no profiles appear, create some and then map them to your queues.
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Click Map.
The left side-panel shows the selected profiles.Note If you see the Job Profile Mapping tab but can’t create a mapping, make sure that job profiles and Omni-Channel queues are set up, and that Omni-Channel routing is configured.
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Select a job profile from the left side-panel, and enter values for the queue and profile
settings.
Complete this step for each of the profiles listed.
- Click Next.
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Click Map.
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Define job profile capacities.
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Select a job profile. Review and accept the preconfigured capacity settings or select
Custom to modify them.
Repeat this step for each job profile.
- Click Next.
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Select a job profile. Review and accept the preconfigured capacity settings or select
Custom to modify them.
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Define service level agreements.
- Select a job profile.
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Set the field values.
The values define the percentage of support requests that you want your agents to address in a certain amount of time, regardless of channel.Repeat this step for each job profile.
- Click Next.
- Click Done.
You can delete job profile-to-queue mappings from the Settings: Workforce Engagement tab. If you delete a mapping that’s used in a capacity plan, the plan doesn’t show the data for that mapping. It still shows data for other job profile-to-queue mappings.
If you delete a job profile that’s used in a mapping, it deletes the mapping and any data for that job profile mapping in capacity plans.
