---
schema_version: "1"
id: 135f11ef51e47fe1b71ef626c401310fb9eb99ca69aed5f146112c310016d359
title: Map Job Profiles to Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_jp_to_queue.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_jp_to_queue.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c570bbf2c201abd50d21b3ffe5da9754ad5430bb726f333c235acb0ed8c8f2f7
description: Use the Workforce Engagement Configuration App to map job profiles to queues for capacity planning in an Omni-Channel queue-based routing workflow.
release: "264"
---
# Map Job Profiles to Queues

Use the Workforce Engagement Configuration App to map job profiles to queues for capacity planning in an Omni-Channel queue-based routing workflow.

### 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 permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11598e54">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11598e54 ">To map job profiles and queues in the Workforce Engagement Configuration App:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11598e54 ">Workforce Engagement Analyst or Workforce Engagement Planner permission sets</td>

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Mapping job profiles to queues lets you create capacity plans and schedule shifts based on queues. Mapping job profiles to queues involves:

- Associating a job profile to the queue it routes to
- Defining the capacity settings for the job profile
- Defining the service level agreements for the job profile

To map job profiles to queues, open the **Settings: Workforce Engagement** tab. For standard Salesforce user profiles, this tab is enabled automatically by selecting the Enable Workforce Engagement Configuration checkbox when you turn on Workforce Engagement. For custom user profiles, you must make this tab visible. In Setup, go to Profiles; under Tab Settings, set **Settings: Workforce Engagement** to Default On.

Complete these steps to map job profiles to queues.

1. From the App Launcher, open the **Workforce Engagement Configuration App**.
    
    The app opens to the **Settings: Workforce Engagement** tab.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)
    
    Note If you don’t see this tab, make sure that you were assigned the Planner or Analyst standard permission set. For a custom user profile, make sure that the **Settings: Workforce Engagement** tab is set to On.
2. From the tree menu, under Capacity Planning, select **Job Profile Mapping**.
    
    This page shows the current job profiles and the queues to which they’re mapped.
3. Select the job profiles that you want to map.
    
    You can select up to 5 job profiles at one time. If no profiles appear, [create some](https://help.salesforce.com/s/articleView?id=service.fs_job_profile_create.htm&type=5&language=en_US) and then map them to your queues.
    
    1. Click **Map**.
        
        The left side-panel shows the selected profiles.
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)
        
        Note If you see the **Job Profile Mapping** tab but can’t create a mapping, make sure that job profiles and Omni-Channel queues are set up, and that Omni-Channel routing is configured.
    2. Select a job profile from the left side-panel, and enter values for the queue and profile settings.
        
        Complete this step for each of the profiles listed.
    3. Click **Next**.
4. Define job profile capacities.
    1. Select a job profile. Review and accept the preconfigured capacity settings or select **Custom** to modify them.
        
        Repeat this step for each job profile.
    2. Click **Next**.
5. Define service level agreements.
    1. Select a job profile.
    2. Set the field values.
        
        The values define the percentage of support requests that you want your agents to address in a certain amount of time, regardless of channel.
        
        Repeat this step for each job profile.
    3. Click **Next**.
    4. Click **Done**.

You can delete job profile-to-queue mappings from the Settings: Workforce Engagement tab. If you delete a mapping that’s used in a capacity plan, the plan doesn’t show the data for that mapping. It still shows data for other job profile-to-queue mappings.

If you delete a job profile that’s used in a mapping, it deletes the mapping and any data for that job profile mapping in capacity plans.

#### See Also

- [Enable Workforce Management and Feature Preferences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_enable.htm&release=264.0.0&type=5 "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")
- [Set Up Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US)
- [Create Routing Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US)
- [Associate Routing Configurations and Agents with Queues](https://help.salesforce.com/s/articleView?id=service.service_presence_associate_routing_configuration_with_queue.htm&type=5&language=en_US)