---
schema_version: "1"
id: 65a302c1cde007397891870b4538456bb08ac4481a53ae3236d755cc586ae455
title: Capacity Plan Glossary
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fwm_capacity_plan_glossary.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_glossary.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bb1286b107fc88a6cf73b6b1fa7a96d4ddb58de7f7dcdf791d6eb16c085fbb12
description: 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.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# Capacity Plan Glossary

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">Supported Editions for Frontline Workforce Management</a></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1358e58">Term</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1358e61">Definition</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e58 ">Service Territory</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e61 ">
              <p>Service territory represents a functional grouping of workers. </p>
              <p style="margin-bottom:0;">You select a
                service territory when you create a workload history. If you create a forecast or
                capacity plan, it references that service territory.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e58 ">Job Profile</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e61 ">A job profile represents the expertise needed for the work and defines the skill
              requirements for your shifts.</td>

          </tr>
          <tr class="">
            <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e58 ">Average Handle Time</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e61 ">The average length of time it takes for a customer and worker interaction, per
              job profile.</td>

          </tr>
          <tr class="">
            <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e58 ">Service Resource</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d1358e61 ">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.</td>

          </tr>

        </tbody>
      </table>