Before your planners can launch and use the Intraday Management dashboard, configure Workforce Engagement for Intraday Management. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow.
Required Editions
| Supported Editions for Workforce Engagement Management |
For Customers Using an Omni-Channel Queue-Based Routing Workflow
| Configuration Step | Documentation |
|---|---|
| Step 1: Set up the history and forecast features. | Admin Checklist for Workload History and Forecast Setup |
| Step 2: Create a workload history. | Create Workload History |
| Step 3: Create an Intelligent Forecast. | Create an Intelligent Forecast |
| Step 4: Set up the capacity plan feature. | Admin Checklist for Capacity Plan Setup |
|
Step 5: Create a capacity plan to meet this criteria:
|
Create a Capacity Plan |
| Step 6: Turn on Intraday Management and Real-Time Adherence. | Enable Intraday Management and Real-Time Adherence |
| Step 7: If you don’t see Intraday Management in the App Launcher after step 6, ensure that it’s turned on. Check under Tab Settings in your user profile and the profiles of other users. | View and Edit Tab Settings in Permission Sets and Profiles |
| Step 8: Take the steps in the Admin Checklist for Shift Scheduling Tools. | Preparing for Shift Scheduling |
| Step 9: Create shifts. Ensure that your shifts and your Intraday Management Dashboard are associated with the same service territory. | Create Shifts |
| Step 10: Set up the shift segments feature. | Preparing to Use Shift Segments |
| Step 11: Create shift segments. | Create Shift Segments |
| Optional: Enable email toast notifications in your email client (such as Gmail or Outlook) or another flow that alerts agents to an incoming email. Agents receive automated email notifications when a new shift is assigned to them or when one of their assigned shift segments has changed. | Find the instructions in your email client’s documentation. |
| Optional: Disable the email notification feature. | Rest API Developer Guide: Notification Setting |
- Enable Intraday Management and Real-Time Adherence
Activate the Intraday Management dashboard and real-time adherence.