Intraday Management requires Workforce Engagement licensing and depends on Forecast Management and Schedule Management being configured first.
- Enable Salesforce Workforce Engagement
Setup, Workforce Engagement Settings, enable. Confirm Forecast and Schedule Management are also active.
- Build the operational dashboard
Add the Intraday Management Lightning page or App to the supervisor''s app navigation. Configure the components: queue health, agent presence, SLA tracking.
- Define adherence and SLA thresholds
Set the SLA targets per channel (e.g., voice 30-second answer, chat 2-minute first response). Set adherence thresholds for per-agent coaching alerts.
- Configure schedule-override permissions
Supervisors need permission to override agent schedules. Build a permission set granting Intraday Management Manager access; assign to supervisors.
- Train supervisors on the dashboard
Walk supervisors through reading the dashboard, interpreting the forecast vs. actual delta, and making schedule adjustments. Practice with simulated spike scenarios.
- Connect feedback to Forecast Management
Configure the closed-loop integration so actual demand data flows back into Forecast Management to improve future forecasts.
- Intraday Management depends on Forecast Management and Schedule Management. Standing up Intraday Management without the other two is incomplete; the dashboard will be missing key comparisons.
- Schedule overrides should be logged for audit. Frequent overrides often indicate a forecasting problem worth fixing at the source.
- Adherence thresholds need calibration. Too strict and the team is flooded with false alerts; too loose and real coaching opportunities go missed.
- Workforce Engagement licensing is per-supervisor and per-agent. Pricing scales with team size; budget accordingly.