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            Extend Availability Management in Workforce Scheduling

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            Extend Availability Management in Workforce Scheduling

            After configuring operating hours and availability work rules, extend availability management with shifts, appointment distribution, holidays, and absence tracking. These features give you more control over when and how service resources can be booked.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            • Manage Shifts: Give service resources flexible scheduling by defining individual time blocks when they're available for appointments, instead of relying solely on territory operating hours. Shifts support engagement channel filtering and per-topic availability. See Manage Shifts.
            • Appointment Distribution: Distribute appointments equitably across service resources based on utilization scores to prevent overloading some resources while others remain underutilized. Requires enabling the Appointment Distribution and Aggregate Resource Use settings, and defining an appointment assignment policy linked to a scheduling policy. See Appointment Distribution.
            • Set Up Holidays: Block appointment scheduling during organization-wide or regional holidays so that no resources at a territory are booked during those periods. Holidays are timezone-agnostic and automatically acquire the timezone of the associated service territory. See Set Up Holidays.
            • Manage Service Resource Absences: Track individual resource unavailability such as vacations or personal time so the scheduling engine excludes them from affected time slots. Supports single and recurring absences. Existing appointments during an absence period are not automatically canceled and must be manually reassigned. See Service Resource Absences.
             
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