Monitor Staffing in Real Time with the Intraday Component in Command Center for Service

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.

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 Planner permission set can monitor staffing and manage intraday adjustments. Users with the Workforce Engagement Analyst permission set can view staffing data.

How: Enable Enhanced Omni-Channel and add the Intraday Management component to Service Cloud Command Center. Supervisors can then use the staffing grid to monitor staffing coverage and make intraday adjustments. Time zones that don't use whole-hour UTC offsets (for example, UTC+5:30) aren't supported.