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Shift Scheduling Considerations and Limits
Review considerations and limits for the shift scheduling tools.
Required Editions
| View supported editions. |
Shift scheduling tools are available with a Shift Scheduling or Workforce Engagement license. Depending on which license you have, keep these considerations and differences in mind.
- For Shift Scheduling, assign the Shift Scheduling Planner and Shift Scheduling Agent permission set licenses.
- For Workforce Management, assign the Workforce Engagement Analyst, Workforce Engagement Planner, and Workforce Engagement Agent permission set licenses.
- To map job profiles to Omni-Channel queues, Workforce Management planners use the Workforce Management Configuration app in Setup.
- The Match Queue scheduling rule is available only in Workforce Management with an Omni-Channel queue-based routing workflow. In Workforce Management, you can create a capacity plan based on historical workloads. You can then use shift templates and create shifts in bulk from a capacity plan.
- A planner can define shift segment types in Shift Scheduling and Workforce Management. In Shift Scheduling, the adherence threshold and background color fields don't apply.
How support reps view shift assignments and shift segments depends on whether you're using Shift Scheduling or Workforce Management.
- In Shift Scheduling, a support rep sees assigned shifts when they open the Shifts related list on their Service Resource record. Support reps can view shift segments in a related list on the shift. Access requires the Shift Scheduling Agent permission set.
- In Workforce Management, support reps can view shifts with defined shift segments in Home. Only published shifts are visible. Admins must set up Home and assign support reps to the Workforce Engagement Agent permission set. In Workforce Management, shift segments also pair with Intraday Management to monitor under- or overstaffing, make real-time adherence updates, and send email notifications to support reps when their schedule changes.
- To update shift segments, planners can open a Shift record and modify segments. To update shift segments in Workforce Management, they can also use the Intraday Management dashboard.
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, or scheduling constraints |
Platform behavior; 2000 records can be viewed without searching |
| Maximum number of time slots or service territory members | Platform behavior |
| Maximum number of service resources per service territory | Up to 2000 service resources per service territory |
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 loaded per service resource group | Will load up to 2000 shifts per 25 service resources within a group |
| Maximum number of shifts loaded per job profile group | Will load up to 2000 shifts per 25 job profiles within a group |
| 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 |
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