Optimize Staffing with Workforce Engagement

Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers.

Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.

Note To keep things clear in the age of AI agents, we’re now referring to the humans who use Service Cloud as “service reps” rather than “agents”. We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of “agent” in a few places until we replace it, including in the app itself.

• Workforce Engagement Limits and Considerations
  Before setting up Workforce Engagement, review these limits and considerations.
• Set Up Workforce Engagement
  Before your teams can use Workforce Engagement, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.
• Workforce Engagement User Permission Sets
  Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Engagement features.
• Workload Histories and Intelligent Forecasts
  A workload history aggregates all or some of a contact center’s historic workload volume data. Use a workload history as the foundation to build an intelligent forecast, which predicts future work volume based on your historic trends.
• Capacity Plans
  Capacity plans predict what coverage you need to meet demand by job profile and time period. In addition to estimating staff required, a plan can show you how many unassigned and assigned shifts exist and let you create more.
• Intraday Management
  Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes.
• View Historical Adherence Metrics
  Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard.
• Scheduling Agents for Shifts
  Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts.
• Agent Empowerment Tools from Workforce Engagement
  Retain your high performers with career development opportunities, organization enhancements, and greater ownership over their schedules.