To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps.
Required Editions
| Supported Editions for Frontline Workforce Management |
| Term | Definition |
|---|---|
| Service Territory |
Service territory represents a functional grouping of workers. You select a service territory when you create a workload history. If you create a forecast or capacity plan, it references that service territory. |
| Job Profile | A job profile represents the expertise needed for the work and defines the skill requirements for your shifts. |
| Average Handle Time | The average length of time it takes for a customer and worker interaction, per job profile. |
| Service Resource | A worker who is available to be scheduled. Each service resource is mapped to a Salesforce user. Each user has one service resource record of type worker. |