---
schema_version: "1"
id: 721ad588216c028870b4b6843f2d70f6e66c78c2e15d5eda9eaef2b776c96120
title: Workload Histories and Intelligent Forecasts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fwm_history_and_forecasts_about.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8d877475fcc3e645db4c758ee8e900d894d3a5f5d774d81f020e962dc8749788
description: A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# Workload Histories and Intelligent Forecasts

A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.

### 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>

## Understand Your Workloads

You can visualize and identify trends in your historical workload volumes by using workload histories. When you create an intelligent forecast from a workload history, Frontline Workforce Management predicts future volume.

Workloads can use work type as the routing dimension. When you create a workload history, you select the work type to analyze. The dashboard shows data for your selected work type.

To identify trends such as seasonal demands, you can filter the dashboard by date ranges, time intervals, and other criteria.

- **[Admin Checklist for Workload and Forecast Setup](https://help.salesforce.com/s/articleView?id=service.fwm_configure_intelligent_forecasts_1.htm&release=264.0.0&type=5)**  
    Format your data to ensure that your team can create workload and intelligent forecasts.
- **[Workload and Intelligent Forecast Glossary](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecast_glossary.htm&release=264.0.0&type=5)**  
    To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.
- **[Create a Workload History](https://help.salesforce.com/s/articleView?id=service.fwm_create_workload_history_1.htm&release=264.0.0&type=5)**  
    Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals.
- **[Create an Intelligent Forecast](https://help.salesforce.com/s/articleView?id=service.fwm_create_intelligent_forecast.htm&release=264.0.0&type=5)**  
    You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard.

#### See Also

- [Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5 "Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.")
- [Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5 "Before setting up Frontline Workforce Management, review these limits and considerations.")
- [Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5 "Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.")
- [Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5 "Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..")
- [Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5 "Create and manage shifts that drive resource availability for on-site and field work.")