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.
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 view and create workloads and forecasts.
How: From the App Launcher, find and select Workloads, and then click New. Walk through the steps to create a workload. To append new data, open a workload and click Sync for Latest. Time zones that don't use whole-hour UTC offsets (for example, UTC+5:30) aren't supported.