Admin, Manager, Team Lead, or Standard role, depending on the task
- View units of work on the Staffing timeline
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Admin, Manager, Team Lead, or Standard role
Or a custom role with View schedules set to Can view all agents' schedules - Choose whether to staff for cases or units of work
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Admin role
Or a custom role with Configure staffing parameters set to Can edit staffing parameters on the Configure tab
The case lifecycle model is available for Salesforce Service Cloud and Amazon Connect. Amazon Connect phone contacts use it once you connect Amazon Connect. For Salesforce Service Cloud and other channels, contact our team to turn it on.
Admins set roles and permissions in Manage team > Roles and permissions.
Use the Staffing timeline with the case lifecycle model to see the units of work that make up your cases, such as transfers and reopens, and to staff for them. You can forecast and staff each channel on cases or on units of work.
This article applies only to channels that use the case lifecycle model, which is available for Salesforce Service Cloud and Amazon Connect. For how units of work are created, see Case lifecycle model (Salesforce Service Cloud) and Case lifecycle model (Amazon Connect).
To open it, go to Schedule > Staffing timeline. For the rest of the page, see Staffing timeline.
What the Staffing timeline shows
With the case lifecycle model, the chart on the Staffing timeline has these views:
- Unit of work volume: forecasted and actual units of work for each channel and queue.
- Unit of work service level or Case service level: your service level for units of work or for cases, depending on what the channel’s volume is based on. Service level is also available.
With one channel selected, Unit of work volume breaks the actual units of work down by how they started. With more than one channel, it shows one bar for each channel or queue.
| Series | What it counts |
|---|---|
| Initial cases | Cases that started in this channel or queue. |
| Re-engaged in the channel or queue | Units of work that started when a paused case became open again. |
| Re-assigned in the queue | Units of work that started when a case was reassigned to another team member. |
| Re-opened in the channel or queue | Units of work that started when a solved or closed case was reopened. |
| Transferred between channels/queues | Units of work that started when a case was transferred into this channel or queue. |
Choose whether to staff for cases or units of work
For each channel, choose whether forecasts and required staffing count cases or units of work. The setting applies to the channel and all its queues.
| Option | What it does |
|---|---|
| Cases ending in this channel | Each case that ends in the channel counts once. |
| Expected units of work: initial cases, transfers in/out, re-opens, re-assigns, re-engagements (default) | Each unit of work counts, so reopens and transfers on the same case count as extra work. |
- Go to Configure > Additional settings.
- In the Volume calculation card, find Calculate volume for your channel and all its queues based on.
- Choose Cases ending in this channel or Expected units of work: initial cases, transfers in/out, re-opens, re-assigns, re-engagements.
The setting saves as soon as you choose. Forecasts and required staffing for the channel use the new basis, and the staffing parameters for the channel change to match, such as Unit of work throughput in place of Email productivity.