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.
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. Moirai forecasting requires Data Cloud, and running a forecast consumes additional Data Cloud credits.
Moirai is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.
Who: Users with the Workforce Engagement Analyst and Workforce Engagement Planner permission sets can view and create workloads and forecasts.
How: From the App Launcher, find and select Intelligent Forecasts, and then click New. Select a workload, define the historical data range and forecast duration, and select Moirai (Beta) as the forecasting model.