Create capacity plans using a unified flow that brings key inputs together and validates setup before processing. Identify issues early, reduce errors, and move from planning to shift creation more efficiently.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions. Workforce Management is available for an additional cost as an add-on license.
Who: Users with the Workforce Engagement Analyst and Workforce Engagement Planner permission sets can create and manage capacity plans and generate shifts based on capacity planning outputs.
How: Create capacity plans from forecasts by defining plan details and selecting queues. Define job profile to queue mappings to consider shrinkage and SLA factors while calculating the capacity plan. The system validates configuration before processing and generates shifts after calculations are complete.