---
schema_version: "1"
id: f4bf2456c4d5785ce65f9c11aa871be1a86d299e78e976149eb219f3530e4594
title: Optimize Staffing with Workforce Engagement
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 882745ce01bd626169a3712503042a369dea822fc8cea0c2a7aa0558d8d842bb
description: Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Optimize Staffing with Workforce Engagement

Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers.

### 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.workforce_engagement_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Pathways Into Workforce Engagement Management</strong></em></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <strong>Get Started</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_1.htm&amp;release=264.0.0&amp;type=5" title="Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.">Set Up Workforce Management</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_limits.htm&amp;release=264.0.0&amp;type=5" title="Before setting up Workforce Management, review these limits and considerations.">Workforce Management Limits and Considerations</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <strong>Forecast Your Future Workload</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_history_and_forecasts_about.htm&amp;release=264.0.0&amp;type=5" title="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.">Workload Histories and Intelligent Forecasts</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&amp;release=264.0.0&amp;type=5" title="Format your data to ensure that your team can create workload and intelligent forecasts.">Admin Checklist for Workload and Forecast Setup</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_workload_history_1.htm&amp;release=264.0.0&amp;type=5" title="A workload history aggregates historical data from an Omni-Channel workflow. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals.">Create a Workload History</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intelligent_forecast.htm&amp;release=264.0.0&amp;type=5" title="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.">Create an Intelligent Forecast</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><strong>Predict Staffing to Meet Forecasts</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_about.htm&amp;release=264.0.0&amp;type=5" title="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..">Capacity
                plan</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_capacity_planning_1.htm&amp;release=264.0.0&amp;type=5" title="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.">Admin Checklist for Capacity Plan Setup</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_capacity_plan.htm&amp;release=264.0.0&amp;type=5" title="Create a short-term capacity plan to predict how many shifts you need to provide coverage.">Create a capacity plan</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <strong>Match the Right Agents to Shifts</strong>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_shift_scheduling_1.htm&amp;type=5&amp;language=en_US" target="_blank">Preparing for Shift Scheduling</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_shift_scheduling_tools.htm&amp;release=264.0.0&amp;type=5" title="Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts.">Scheduling Agents for Shifts</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <strong>Use APIs and Automation to Extend
                Functionality</strong>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://developer.salesforce.com/docs/atlas.en-us.workforce_engagement.meta/workforce_engagement/wem_cookbook_intro.htm" target="_blank">Workforce Engagement Developer Guide</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><strong>Monitor and Fix Today’s Staffing Gaps</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management.htm&amp;release=264.0.0&amp;type=5" title="Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes.">Intraday
                Management</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_real_time_adherence.htm&amp;release=264.0.0&amp;type=5" title="Team leads can see which agents are working in their assigned shift segments and which agents are out of sync with their schedule. When agents are out of sync past a defined threshold, they’re considered out of adherence. A red line in the agent’s current shift segment indicates that the agent is out of adherence. The agent also receives an error message in Agent Home. The team lead can then communicate with the agent, determine why they’re out of adherence, and update their shift if necessary.">Real-Time
                Adherence</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management_notifications.htm&amp;release=264.0.0&amp;type=5" title="Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile.">Email Notification for Intraday Management</a></p>
          </td>

        </tr>
      </tbody>
    </table>

- **[Supported Editions for Workforce Engagement Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5)**  
    Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management
- **[Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_limits.htm&release=264.0.0&type=5)**  
    Before setting up Workforce Management, review these limits and considerations.
- **[Set Up Workforce Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_1.htm&release=264.0.0&type=5)**  
    Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.
- **[Workforce Management User Permission Sets](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_permission_sets.htm&release=264.0.0&type=5)**  
    Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Management features.
- **[Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_history_and_forecasts_about.htm&release=264.0.0&type=5)**  
    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.
- **[Capacity Plans](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_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..
- **[Intraday Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management.htm&release=264.0.0&type=5)**  
    Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes.
- **[View Historical Adherence Metrics](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_view_adherence.htm&release=264.0.0&type=5)**  
    Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard.
- **[Scheduling Agents for Shifts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_shift_scheduling_tools.htm&release=264.0.0&type=5)**  
    Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts.
- **[Manage Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_manage_shift_sched.htm&release=264.0.0&type=5)**  
    Help your planners manage employee shifts efficiently. Scheduling tools-get candidates, batch assign, and mass shift update-help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define.