--- schema_version: "1" id: b4d84163fe8ed4a70683454ce4ac6f98deb8b7698e167b8c116eeef3e74ecad7 title: Workforce 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_mgmt.md canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt.htm&release=262.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: d96861bbeaf2907fc9fd196d3dd1e2f74b911994fa09d24c8325984df943be38 description: 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. products: - Cross Cloud release: "262" --- # Workforce Management 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. - **[Workforce Engagement Transitions to Workforce Management](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_intro.htm&release=262.0.0&type=5)** We updated experiences for forecasting, workloads, capacity planning, scheduling, and intraday management. As part of this transition, some capabilities are retired or replaced.The previous machine learning forecasting model and Real-Time Adherence are retired, and the legacy intraday management experience is replaced by Intraday Management in Service Cloud Command Center. Workload creation now uses agent work records instead of multiple Salesforce objects. Review the related release notes for information about forecasting models and other feature-specific changes. - **[Define Reusable Workloads from Historical Data](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_workloads.htm&release=262.0.0&type=5)** Use historical data from your Omni-Channel queues to build workloads for forecasting and workforce planning. Configure filters and aggregation settings to reflect your operational patterns. Workloads can be synced to append new data from the last update, so you can generate forecasts using the most recent information. - **[Generate Flexible Forecasts Using Reusable Workloads](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_forecasts.htm&release=262.0.0&type=5)** Create multiple forecasts from a single workload to evaluate different planning scenarios and compare outcomes without recreating workloads. If the selected historical data range extends beyond the current workload data, the system updates the workload before generating the forecast - **[Predict Demand with AI-Powered Moirai (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_moirai.htm&release=262.0.0&type=5)** Use Moirai, Salesforce's time-series AI foundation model, to analyze historical workload patterns and generate demand forecasts. Moirai evaluates complex patterns across your contact center data to produce more accurate forecasts than traditional statistical models, so you can plan staffing with greater confidence. - **[Plan Capacity with Early Validation and Simplified Setup](https://help.salesforce.com/s/articleView?id=release-notes.rn_worforce_mgmt_capacity_plan.htm&release=262.0.0&type=5)** 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. - **[Manage Shifts with Schedule Manager](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_scheduling.htm&release=262.0.0&type=5)** Administer shift assignments and workforce availability from a unified scheduling workspace. View schedules across day and week timelines, group shifts by service resource or job profile, and coordinate workforce coverage from a single interface. Assign and unassign shifts, update shift status, create shifts from templates and patterns, and view absence request blocks without leaving Schedule Manager. Shift segment editing continues to be available in the existing Shifts page - **[Monitor Staffing in Real Time with the Intraday Component in Command Center for Service](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_intraday.htm&release=262.0.0&type=5)** View scheduled, required, and net staffing in a unified staffing grid to identify coverage gaps and overstaffed or understaffed periods throughout the day. Compare staffing against demand, track shifts, shift activities, and resource absences, and make informed staffing adjustments from a single view. - **[View and Track Your Schedule with the Schedule Tab](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_schedule_tab.htm&release=262.0.0&type=5)** Monitor assigned shifts, shift segments, and absences across desktop and mobile. Review upcoming work, stay informed about schedule changes, and request time off from a unified scheduling experience. - **[Optimize Schedules with Fatigue-Aware Rules (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_fatigue_aware_rules.htm&release=262.0.0&type=5)** Balance operational demand with worker well-being by configuring fatigue-aware scheduling rules and optimization objectives. Define limits on consecutive high-intensity work, specify activities that reset fatigue, and configure resource break rules to help reduce worker exhaustion while maintaining staffing coverage. Use fatigue rules as hard constraints that prevent scheduling violations or as optimization objectives that allow the scheduler to favor healthier schedules while balancing operational requirements. - **[Collaborate with Teammates from the Salesforce Mobile App (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_mobile_app.htm&release=262.0.0&type=5)** Stay connected with teammates and upcoming work from the Salesforce mobile app. View team members assigned to the same shift, access shift details, and start Slack conversations directly from your schedule. - **[Find Shift Coverage with Shift Agent (Pilot)](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_mgmt_shift_agent.htm&release=262.0.0&type=5)** Maintain staffing levels when employees are unavailable by identifying suitable replacement candidates through Shift Agent. Review shift details, evaluate available workers, and create resource absences without manually coordinating coverage. Managers can request coverage by employee or shift and receive recommended candidates based on schedule availability and shift requirements.