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Workforce Engagement Limits and Considerations
Before setting up Workforce Engagement, review these limits and considerations.
Required Editions
Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
| View supported editions. |
General Limits
| Limit | Details |
|---|---|
| Maximum number of service resources per user | 1 per service resource type |
| Maximum number of service resource preferences | 1 per service resource |
Maximum number of records for these objects: Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, time sheets, or scheduling constraints |
Platform behavior; 2000 records can be viewed without searching |
| Maximum number of time slots, service territory members, or time sheet entries | Platform behavior |
Workload History and Forecasting Limits
| Limit | Details |
|---|---|
| Maximum data slices per channel in a workload history. A slice represents a combination of region, skill, and custom values that are aggregated in the history. For example, if a workload history has 3 regions, 4 agent skills, and 5 custom values, it contains 3x4x5 or 60 data slices. | 198 slices per channel To add more slices to the same channel, use Attach to existing workload when you create the history. |
| Maximum number of weeks in a workload history | 260 (5 years) |
| Minimum number of weeks in a workload history when creating a forecast | 3 weeks |
| Maximum number of weeks in a forecast | 52 weeks if Machine Learning is selected as the forecasting algorithm; 12 weeks otherwise |
| Maximum size of a workload history or forecast export | 40,000 records |
| Maximum number of forecast adjustments with an hourly interval | 50 records per adjustment, but you can make multiple updates |
| Maximum number of forecast adjustments with a daily interval | 30 records per adjustment, but you can make multiple updates |
| Maximum number of forecast adjustments with a monthly interval | 4 records per adjustment, but you can make multiple updates |
Capacity Plan Limits
| Limit | Details |
|---|---|
| Maximum number of weeks in a short-term capacity plan | 12 |
| Maximum number of weeks in a long-term capacity plan | 52 |
| Maximum number of job profiles per plan | 10 |
| Maximum slices per job profile. A slice represents a per-channel combination of region, skill, and custom values aggregated in the workload history. | 20 slices |
| Capacity plan processing | 1 plan per org at a time |
| Capacity plan simulation timeout | 1 hour per job profile. If an optimization reaches this limit, we return a baseline plan. |
Intraday Management Limits
| Limit | Details |
|---|---|
| Maximum number of capacity plans or service territories associated with an Intraday Management dashboard | 1 per dashboard |
| Date and time displayed on the Intraday Management dashboard | Up to 24 hours of a single business day |
Scheduling Limits
General Considerations
Workforce Engagement supports only time zones based on full hours, such as GMT+9:00 but not GMT+9:30. When you create a workload history, you select a service territory, which sets the time zone used in related data views. The setup flow shows only service territories with full-hour time zones.
Considerations for Workload Histories and Forecasting
- You can create only one forecast from each workload history.
- If Machine Learning is selected as the forecasting algorithm, we recommend that your workload history is three times the time span of the forecast that you want to create. For example, use a workload history that’s 60 weeks to create a 20-week forecast.
- Use Average Handle Times (AHT) less than 60 minutes in a workload history or a forecast.
Considerations for Capacity Planning
- When the number of job profiles increases, the prediction for Staff Required in a short-term plan increases. This increase happens because we split the workload across job profiles equally, calculate required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, when you add job profiles, you can see a sudden jump in the number of staff required.
- If a shift template changes after you create a plan, Workforce Engagement can’t create shifts from it. Specifically, if you change a shift template’s start time, end time, or job profile, you can’t create shifts from the plan.
- When two shift templates have overlapping hours, the plan uses the template that covers demand with the least number of shifts.
Considerations for the Agent Experience
- In Spring ’22, we renamed the Agent Training object to Person Training. If you set up
Workforce Engagement in an earlier release:
- Update your service channel to use Person Training instead of Agent Training.
- In the Agent Engagement Learner User Profile, grant Read access on the Person Training object.
- In the Agent Engagement Learning Manager User Profile, specify Read, Create, and View All Records access on the Person Training object.
- If you use APEX classes to look up learning content programmatically, place a limit clause
on the SOQL query, for
example:
List<LearningContent> aa = [SELECT ExternalId FROM LearningContent WHERE Title LIKE '%Accessibility%' LIMIT 5];
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