---
schema_version: "1"
id: 1c7a4b86659760eaf9bc38025f70625a40983afb8ae9e5bf4dd6b62fde10dbfd
title: Workforce Engagement Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_workforce_engmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_engmt.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b1f0d6b2ca6e318f890246351944450835715ab853e60a2d96abd302d86b4e49
description: Run a more efficient contact center and elevate the worker experience with native Workforce Engagement Management built into your CRM. Reduce operational costs and optimize staffing across every channel with predictive AI forecasting, capacity planning, and schedule management. Adapt quickly to changing demand with real-time intraday visibility, and improve customer interactions through objective quality evaluations and performance insights.
products:
  - Cross Cloud
release: "262"
---
# Workforce Engagement Management

Run a more efficient contact center and elevate the worker experience with native Workforce Engagement Management built into your CRM. Reduce operational costs and optimize staffing across every channel with predictive AI forecasting, capacity planning, and schedule management. Adapt quickly to changing demand with real-time intraday visibility, and improve customer interactions through objective quality evaluations and performance insights.

- **[Workforce Management](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt.htm&release=262.0.0&type=5)**  
    Forecast demand, plan capacity, and schedule your contact center workforce. Create workloads from historical queue data, generate forecasts, calculate staffing requirements by job profile, and automatically create and assign shifts. Monitor workforce activity with Intraday and support employee self-service with integrated work calendars.
- **[Quality Management](https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt.htm&release=262.0.0&type=5)**  
    Improve the quality of customer interactions by evaluating reps against objective criteria and generating performance insights.