Intraday Management

Two paths exist here. A new build should add the Intraday component to Service Cloud Command Center, which requires Enhanced Omni-Channel. Steps 2 through 4 are the legacy Omni-Channel queue-based path, where enablement lands near the end because the dashboard reads a plan you build first.

1. 1
   Turn on Workforce Management in Setup

   From Setup, enter Workforce Engagement in the Quick Find box and select it. Switch on the Turn on Workforce Management toggle, then select Turn on Workforce Engagement and Show historical adherence metrics.

2. 2
   Build the capacity plan

   Create a capacity plan marked short term that covers at least the next 24 hours. Generate the intelligent forecast it reads before you get here, since the plan will not build without one.

3. 3
   Open the app and pick your basis

   From the App Launcher, find and select Intraday Management, then click Let's Go. Choose your capacity plan. On a non-Omni setup, choose No Plan instead and select a service territory.

4. 4
   Create shifts and shift segments

   Create shifts against the same service territory as the dashboard, then split them into shift segments. Segments carry the Work, Non-Work, and Break categories that the staffing math depends on.

5. 5
   Add the Intraday component to Command Center

   For a new build, turn on Enhanced Omni-Channel and add the Intraday component to Service Cloud Command Center. That grid shows scheduled, required, and net staffing, and it stands in for step 3.

6. 6
   Refresh at the start of each day

   Click refresh in the Data Graph View every morning. That single action pulls the current business day into both views.