Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.
Required Editions
| Supported Editions for Workforce Engagement Management |
For Customers Using an Omni-Channel Queue-Based Routing Workflow
A capacity plan is optimized to work with an Omni-Channel queue-based routing workflow. We have separate setup instructions for a non-Omni workflow that uses standard or custom objects.
| Configuration Step | Documentation |
|---|---|
| Step 1. Set up workload history and intelligent forecasting. Then create a workload history and an intelligent forecast based on your queue volumes. | |
| Step 2. Add the Skill Requirements related list to the Job Profiles object. | Add a Related List to an Obejct |
| Step 3. Create service resources, and assign them to your plan’s service territory. | Create Service Resources for Agents |
| Step 4. Enable the configuration app in Setup. | Enable Workforce Engagement and Feature Preferences |
| Step 5. Create job profiles, and map them to queues. You can create up to 10 job profiles per plan. | |
| Step 7. Everything is set up. You’re ready to create a capacity plan. | Create a Capacity Plan |