Intraday Management
Intraday Management is a retired module of Salesforce Workforce Engagement (WEM) that let contact-center supervisors watch real-time staffing against a forecast and fix coverage gaps during the operating day.
Definition
Intraday Management is a retired module of Salesforce Workforce Engagement (WEM) that let contact-center supervisors watch real-time staffing against a forecast and fix coverage gaps during the operating day. Supervisors used it to spot when agents drifted off their assigned schedule or when demand spiked past plan, then reassigned people to close the gap before service levels slipped. It paired a staffing dashboard with Real-Time Adherence, the signal that showed who was working their planned shift segment and who was out of sync.
Salesforce announced the retirement of Workforce Engagement on April 12, 2023. The intelligent forecasting, capacity planning, and intraday management modules are all being retired, while shift scheduling is preserved and moves into Contact Center. Existing customers keep access until their subscription ends, and Salesforce points buyers to partner solutions such as Playvox for forecasting, capacity planning, intraday, and scheduling. If you are designing a new contact center today, treat Intraday Management as historical and plan around its replacements instead.
How Intraday Management worked, and what replaced it
Where it sat in Workforce Engagement
Workforce Engagement was Salesforce's contact-center workforce product, announced in late 2020 and built on three planning layers. Intelligent forecasting predicted future contact volume from workload history. Capacity planning turned that forecast into how many agents you would need, then short-term capacity plans broke the numbers down to a granular level. Intraday Management was the in-the-day layer that compared the plan to what actually happened. The dashboard only made sense when those upstream pieces existed, because its whole job was measuring reality against a forecast and a schedule. The admin setup reflected this dependency. For Omni-Channel queue-based routing, the checklist ran eleven steps: build workload history, create an intelligent forecast, configure capacity planning, build a short-term capacity plan, enable Intraday Management and Real-Time Adherence, then create shifts and shift segments tied to a service territory. For non-Omni workflows the list was shorter, six steps, because there was no forecast to drive the staffing graph. That layering is the single most useful thing to understand about the feature.
The two dashboard views
Intraday Management presented two different views, and which one you saw depended on your routing setup. The Data Graph View was available only for Omni-Channel queue-based workflows. It plotted staffing across the business day and surfaced four numbers: Scheduled agents, Forecasted need, Overstaffed count, and Understaffed count. You could filter by job profile, time, and date, and it covered up to twenty-four hours. A supervisor read this view to answer one question fast: are we short right now, and by how much? The Team Management View worked for both Omni and non-Omni workflows. It showed individual agent schedules broken into shift segments, color-coded by activity type, so a lead could see at a glance who was on a call, who was at lunch, and who was scheduled for training. From this view the supervisor could reassign shift segments and move work in real time. When a segment changed, the system could send the affected agent an email notification, so the change was not just a silent edit on a screen.
Real-Time Adherence
Real-Time Adherence was the heartbeat of the feature. It compared what an agent was actually doing against the shift segment they were scheduled to be in, then flagged anyone out of sync. If an agent was supposed to be taking voice calls but was idle, or was on break past the scheduled window, adherence caught it. The dashboard drew a red-line indicator on the offending shift segment, and the agent saw a matching error message in Agent Home telling them they were off schedule. This two-sided design mattered. The supervisor got a visual cue to investigate, and the agent got a self-correction nudge without waiting for a manager to walk over. Real-Time Adherence required the Omni-Channel queue-based routing workflow to function, because it leaned on Omni presence and routing data to know what each agent was handling. Adherence is a standard workforce-management concept, so the idea outlived the feature. Any replacement tool you adopt, Playvox or otherwise, will offer its own version of the same red-line-against-schedule signal.
Shifts, shift segments, and service territories
The scheduling vocabulary under Intraday Management came from Salesforce Field Service plumbing, reused for the contact center. A Shift represented a block of working time, and it had to align to a Service Territory, the same object Field Service uses to model a region or operating unit. Inside a shift, Shift Segments split the time into typed activities: a segment for voice work, one for chat, one for lunch, one for coaching. The Team Management View rendered these segments as the color blocks a supervisor dragged and reassigned. This reuse is why the admin checklist insisted on creating shifts that matched a service territory before segments would behave. It also explains the cleanest part of the retirement story. Because scheduling rode on objects that already lived elsewhere in the platform, Salesforce could preserve shift scheduling and fold it into Contact Center rather than killing it outright. The forecasting and intraday intelligence layered on top were the genuinely WEM-specific pieces, and those are the parts going away.
Why it was retired and when
Salesforce posted the Workforce Engagement retirement notice dated April 12, 2023. The wording is specific about scope. The intelligent forecasting, capacity planning, and intraday management modules are being retired, while shift scheduling is being kept and migrated into Contact Center. Salesforce did not publish a single hard cutoff date for everyone. Instead it committed to honoring each customer's existing subscription through their contract end date, with maintenance and support continuing during that window. The practical message to customers was to contact their account team, evaluate a partner replacement, and move shift scheduling to Contact Center when the subscription ends or earlier. Salesforce named Playvox as a solution that covers forecasting, capacity planning, intraday, and shift scheduling, which is the same four-part footprint WEM had. The takeaway for an architect reading this entry in 2026 is simple. Do not design new build-outs on Intraday Management. If you inherited an org still running it, treat it as a managed wind-down and start mapping each capability to its successor before renewal forces the question.
What to use instead today
Replacing Intraday Management is really three smaller replacements, because the original bundled three jobs. For the staffing graph and adherence monitoring, the path Salesforce signposts is a partner workforce-management product, with Playvox called out by name in the retirement notice. These tools plug into Omni-Channel and reproduce the forecast-versus-actual view and the red-line adherence signal that supervisors relied on. For the scheduling layer, shift scheduling lives on inside Contact Center, so the shift and shift-segment work you already built does not have to be thrown away. For the forecasting and capacity-planning intelligence, you either adopt the same partner suite or lean on the broader analytics and AI tooling Salesforce has invested in since. The honest framing is that no single drop-in successor carries the exact Intraday Management screen forward. You are reassembling the workflow from a partner app plus Contact Center rather than flipping one switch. Knowing the four moving parts, forecast, capacity plan, intraday adherence, and scheduling, is what lets you scope that migration cleanly instead of discovering a gap after the old module goes dark.
Trust & references
Cross-checked against the following references.
- Workforce Engagement RetirementSalesforce
- Intraday ManagementSalesforce
Straight from the source - Salesforce's reference material on Intraday Management.
Hands-on resources to go deeper on Intraday Management.
About the Author
Dipojjal Chakrabarti is a B2C Solution Architect with 29 Salesforce certifications and over 13 years in the Salesforce ecosystem. He runs salesforcedictionary.com to help admins, developers, architects, and cert/interview candidates sharpen their fundamentals. More about Dipojjal.
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