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            Workforce Management Limits and Considerations

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            Workforce Management Limits and Considerations

            Before setting up Workforce Management, review these limits and considerations.

            Required Editions

            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

            Workloads and Forecasting Limits

            Limit Details

            Maximum number of weeks in a workload history

            Note
            Note After a workload is created, it can continue to be refreshed with data for subsequent weeks. As a result, there is no overall limit on the number of years of data that can be maintained. We recommend archiving older data manually based on your retention requirements.
            		 260 (5 years)
            Minimum number of weeks in a workload history when creating a forecast 3 weeks
            Maximum number of weeks in a forecast 12 weeks
            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 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. 20 slices
            Capacity plan processing 1 plan per org at a time

            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

            Limit Details
            Maximum number of shift segment types 200 records
            Maximum number of shift segments 10 shift segment types per shift
            Maximum number of shifts that can be batch assigned (using Assign) 200 shifts at once
            Maximum number of shifts on which Mass Shift Update can assign and update status The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.
            Maximum number of scheduling rules 50
            Maximum number of scheduling constraints 50

            Maximum number of records per page in these Shift Manager views

            • View Shifts
            • View Service Territories
            • View Job Profiles
            • View Operating Hours
            		 Up to 2000 records per page
            Maximum number of Resource Absence records per page in the Shift Manager Up to 300 records per page
            Maximum historical data in adherence metrics (Workforce Management only) Up to the past 365 days

            General Considerations

            Workforce Management 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 multiple forecasts from the same workload. However, you can’t create or update forecasts for a workload while another forecast creation or workload update is in progress. During these operations, the workload is locked until processing is complete.
            • Use Average Handle Times (AHT) less than 60 minutes in a workload 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 the 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.
            • The capacity planning engine uses specific algorithms tailored to distinct operational profiles. The current implementation is scoped to support work streams characterized by an Average Handle Time (AHT) of less than 1 week, alongside an arrival rate of <= 2 transactions per hour (or a daily aggregate of ~50 transactions).
             
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