---
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title: Workload and Intelligent Forecast Glossary
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fwm_history_and_forecast_glossary.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecast_glossary.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 58f0c11fa8aaa85ba506fd98e25f279f473677499978fbaad7899b6b75f62f71
description: To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# Workload and Intelligent Forecast Glossary

To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.

### 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.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d525e56">User Permissions Needed</th>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d525e56 ">To create, view, and adjust a workload or intelligent forecast:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d525e56 ">Workforce Engagement Analyst AND Workforce Engagement Planner</td>

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| Term | Definition |
| --- | --- |
| Workload History | An aggregation of your historical data. Use a workload to review past work volume trends or as the foundation for building an intelligent forecast. |
| Service Territory | Represents the location of your contact center. You select a service territory when you create a workload. If you then create a forecast or capacity plan, it references that service territory. |
| Intelligent Forecast | A prediction of your future workload volume based on your workload’s historical data. |
| Work Type | A work type is a dimension used to group workload data. |
| Average Handle Time | The average length of time it takes for a customer and worker interaction, by work type. |
| Interval | The time increment used to view workload and forecast data. Data is aggregated at the hourly level. In the dashboard Graph View, you can toggle between hourly, daily, weekly, or monthly intervals to visualize the data at different time scales. |