Frontline Workforce Management Limits and Considerations

Before setting up Frontline Workforce Management, review these limits and considerations.

Required Editions

General Limits

Limit	Details
Maximum number of service resources per user	1 per service resource type
Maximum number of service resource preferences	1 per service resource
Maximum number of records for these objects: Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, time sheets, or scheduling constraints	Platform behavior; 2000 records can be viewed without searching
Maximum number of time slots, service territory members, or time sheet entries	Platform behavior

Workloads and Forecasting Limits

Limit	Details
Maximum number of queues or skill groups in a workload history	39
Maximum number of weeks of historical data you can select when creating a workload After a workload is created, it can continue to be refreshed with data for subsequent weeks. As a result, there's no overall limit on the number of years of data that can be maintained. We recommend archiving older data manually based on your retention requirements.	260 (5 years)
Minimum number of weeks in a workload history when creating a forecast	3 weeks
Maximum number of weeks in a forecast	12 weeks for Holt-Winters
Maximum amount of historical data when Holt-Winters is selected as the forecasting model	3 years
Maximum size of a workload history or forecast export	40,000 records
Maximum number of forecast adjustments with an hourly interval	50 records per adjustment, but you can make multiple updates
Maximum number of forecast adjustments with a daily interval	30 records per adjustment, but you can make multiple updates
Maximum number of forecast adjustments with a monthly interval	4 records per adjustment, but you can make multiple updates

Capacity Plan Limits

Limit	Details
Maximum number of weeks in a short-term capacity plan	12
Maximum number of job profiles per plan	10
Maximum slices per job profile.	20 slices
Capacity plan processing	1 plan per org at a time

Scheduling Limits

Limit	Details
Maximum number of shifts that can be batch assigned (using Assign)	200 shifts at once
Maximum number of shifts on which Mass Shift Update can assign and update status	The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.
Maximum number of scheduling rules	50
Maximum number of scheduling constraints	50
Maximum number of records per page in these Shift Manager views View Shifts View Service Territories View Job Profiles View Operating Hours	Up to 2000 records per page
Maximum number of Resource Absence records per page in the Shift Manager	Up to 300 records per page

General Considerations

Frontline Workforce Management supports only time zones based on full hours, such as GMT+9:00 but not GMT+9:30. When you create a workload history, you select a service territory, which sets the time zone used in related data views. The setup flow shows only service territories with full-hour time zones.

Considerations for Workload Histories and Forecasting

You can create multiple forecasts from the same workload. However, you can't create or update forecasts for a workload while another forecast creation or workload update is in progress. During these operations, the workload is locked until processing is complete.
Use Average Handle Times (AHT) less than 60 minutes in a workload or a forecast.

Considerations for Capacity Planning

When the number of job profiles increases, the prediction for Staff Required in a short-term plan increases. This increase happens because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, when you add job profiles, you can see a sudden jump in the number of staff required.
If you change a shift template’s start time, end time, or job profile, you can’t create shifts from the plan.
You can create a capacity plan only for one service territory at a time.

Workload Forecasting Limitations

Workload forecasting is not supported in regions with non-standard UTC time zone offsets (half-hour or quarter-hour offsets).

Unsupported Offsets & Regions Include:

30-Minute Offsets: UTC+03:30 (Iran), UTC+04:30 (Afghanistan), UTC+05:30 (India, Sri Lanka), UTC+06:30 (Myanmar, Cocos Islands), UTC+09:30 (Australian Central Standard Time), UTC+10:30 (Lord Howe Island), UTC-03:30 (Newfoundland), UTC-09:30 (Marquesas Islands).
45-Minute Offsets: UTC+05:45 (Nepal), UTC+08:45 (Eucla), UTC+12:45 (Chatham Islands).

Note Frontline Workforce Management provides tools for schedule creation and time tracking. It does not enforce or guarantee compliance with federal, state, provincial, or local labor laws, including requirements regarding overtime, meal and rest breaks, shift intervals, or recordkeeping. Customers are solely responsible for ensuring their schedules and time records comply with applicable statutory requirements.

Scheduling Service & Optimization Limitations

Overnight Shifts: Templates crossing midnight (for example, 22:00–06:00) aren't supported and may fail to schedule. Split overnight shifts into two single-day templates or keep shift times within a single calendar day.
Template Matching: A template matches a shift only if its entire time window fits within the shift's window.
Engine Limits: The optimization engine supports up to 72,000 activities and 12,000 shifts per run.