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Create a Service Territory
A service territory represents the geographic or functional area where your business operates.
Required Editions
| View supported editions. |
Service Territory Use Cases
Service territory is a key element when you create a workload history, forecast, or capacity plan in Workforce Engagement. It’s also important when you create and assign shifts.
| Feature | Use Case |
|---|---|
| Workload History (Workforce Engagement only) | When you create a workload history in Workforce Engagement, you select a service territory. This service territory determines the time zone used to display the workload history and its related forecast and capacity plan. |
| Forecast and Capacity Plan (Workforce Engagement only) | A forecast or capacity plan uses the service territory in the associated workload history. This service territory determines the time zone that’s used to display the forecast and capacity plan. |
| Shift Scheduling | Each shift that you create is based on a single service territory. |
| Create a Scheduling Rule | The Match Territory scheduling rule type checks if a service resource belongs to a shift’s service territory. A match helps to determine whether the scheduling logic assigns that service resource to the shift. |
| Intraday Management (Workforce Engagement only) | If you’re using a non-Omni workflow with Intraday Management, your dashboard is based on a Service Territory. The Team Management View shows only the agents and shifts associated with the service territory that you select. |
Create a Service Territory
- Open Service Territories in the App Launcher.
- Click New.
- Name your service territory, and select from the list of operating hours. To make this
territory active, check the box. Fill in any additional fields you’d like.
Shift Scheduling and Workforce Engagement support only time zones that are based on full hours. For example, GMT+9:00 is supported but not GMT+9:30.
- Save your changes.
Create a Service Territory Membership
Service territory members are service resources who work in the associated territory within the territory’s operating hours. Linking service resources with service territories allows scheduling to find agents who work in the right locations and within the specified hours.
- Assign service resources to service territories in the Service Territories related list on the resource detail page. Or add them to the Service Territory Members related list on the territory detail page.
- Use the Type field to indicate whether the territory is a
primary or secondary territory for the service resource. Shift Scheduling and Workforce
Engagement don't support the relocation type.
The primary territory is where the resource works most often. Secondary territories are territories where the resource can be assigned if needed. A resource can have more than one secondary territory but only one primary territory.
