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Enable Workforce Management and Feature Preferences

To use Workforce Management, turn on the org preference in Setup . The simplified setup experience automatically installs the CRM Analytics app and tab set, and gives you the option to enable historical adherence metrics

Required Editions

View supported editions.
  1. Turn on Workforce Management.
    1. From Setup, in the Quick Find box, enter Workforce Engagement Management, and select Getting Started.
    2. Click Enable.
    3. The system automatically installs the CRM Analytics app used by workloads and capacity plans and the required tab set for Workforce Management. You can access Workforce Management features from the App Launcher or add them to a custom Lightning Console app.
  2. Turn on adherence metrics. Agent adherence data filtering is available by default on the Historical Adherence dashboard.
    1. From Setup, in the Quick Find box, enter Workforce Engagement Management, and select Getting Started.
    2. Under Adherence, enable Show historical adherence metrics. Planners can view metrics in the Historical Adherence dashboard.

      When you turn on this feature, Salesforce accesses your company’s data to display adherence metrics. After you turn on this feature, it takes some time before the dashboard with adherence metrics is ready.