Workforce Management Limits and Considerations

Before setting up Workforce Management, review these limits and considerations.

Required Editions

General Limits

Limit	Details
Maximum number of service resources per user	1 per service resource type
Maximum number of service resource preferences	1 per service resource
Maximum number of records for these objects: Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, time sheets, or scheduling constraints	Platform behavior; 2000 records can be viewed without searching
Maximum number of time slots, service territory members, or time sheet entries	Platform behavior

Workloads and Forecasting Limits

Limit	Details
Maximum number of queues or skill groups in a workload history	39
Maximum number of service channels in a workload history	5
Maximum number of weeks of historical data you can select when creating a workload Note After a workload is created, it can continue to be refreshed with data for subsequent weeks. As a result, there's no overall limit on the number of years of data that can be maintained. We recommend archiving older data manually based on your retention requirements.	260 (5 years)
Minimum number of weeks in a workload history when creating a forecast	3 weeks
Maximum number of weeks in a forecast	12 weeks for Holt-Winters; 4 weeks for Moirai (Beta)
Maximum amount of historical data when Holt-Winters is selected as the forecasting model	3 years
Maximum amount of historical data when Moirai (Beta) is selected as the forecasting model	3 months
Maximum number of queues that can be selected for a workload using Moirai (Beta)	10
Maximum number of weeks of forecast data for a forecast using Moirai (Beta)	4 weeks
Maximum size of a workload history or forecast export	40,000 records
Maximum number of forecast adjustments with an hourly interval	50 records per adjustment, but you can make multiple updates
Maximum number of forecast adjustments with a daily interval	30 records per adjustment, but you can make multiple updates
Maximum number of forecast adjustments with a monthly interval	4 records per adjustment, but you can make multiple updates

Capacity Plan Limits

Limit	Details
Maximum number of weeks in a short-term capacity plan	12
Maximum number of job profiles per plan	10
Maximum slices per job profile. A slice represents a per-channel combination of region, skill, and custom values aggregated in the workload.	20 slices
Capacity plan processing	1 plan per org at a time

Intraday Management Limits

Limit	Details
Maximum number of capacity plans or service territories associated with an Intraday Management dashboard	1 per dashboard
Date and time displayed on the Intraday Management dashboard	Up to 24 hours of a single business day

Scheduling Limits

Limit	Details
Maximum number of shift segment types	200 records
Maximum number of shift segments	10 shift segment types per shift
Maximum number of shifts that can be batch assigned (using Assign)	200 shifts at once
Maximum number of shifts on which Mass Shift Update can assign and update status	The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.
Maximum number of scheduling rules	50
Maximum number of scheduling constraints	50
Maximum number of records per page in these Shift Manager views View Shifts View Service Territories View Job Profiles View Operating Hours	Up to 2000 records per page
Maximum number of Resource Absence records per page in the Shift Manager	Up to 300 records per page
Maximum historical data in adherence metrics (Workforce Management only)	Up to the past 365 days

General Considerations

Workforce Management supports only time zones based on full hours, such as GMT+9:00 but not GMT+9:30. When you create a workload history, you select a service territory, which sets the time zone used in related data views. The setup flow shows only service territories with full-hour time zones.

Considerations for Workload Histories and Forecasting

You can create multiple forecasts from the same workload. However, you can't create or update forecasts for a workload while another forecast creation or workload update is in progress. During these operations, the workload is locked until processing is complete.
Only one forecast can be created at a time using Moirai (Beta) across all workloads in your org — you can't start a new Moirai forecast while another is already in progress, regardless of workload.
Use Average Handle Times (AHT) less than 60 minutes in a workload or a forecast.

Considerations for Capacity Planning

When the number of job profiles increases, the prediction for Staff Required in a short-term plan increases. This increase happens because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, when you add job profiles, you can see a sudden jump in the number of staff required.
If a shift template changes after you create a plan, Workforce Engagement can’t create shifts from it. Specifically, if you change a shift template’s start time, end time, or job profile, you can’t create shifts from the plan.
When two shift templates have overlapping hours, the plan uses the template that covers demand with the least number of shifts.
The capacity planning engine uses specific algorithms tailored to distinct operational profiles. The current implementation is scoped to support work streams characterized by an Average Handle Time (AHT) of less than 1 week, alongside an arrival rate of <= 2 transactions per hour (or a daily aggregate of ~50 transactions).
You can create a capacity plan only for one service territory at a time.