Workforce management supported configuration

Default activity codes

Built-in categories contain a default activity code of the same name. You cannot delete a built-in category, and you can edit, but not delete, the default activity code.

• A single business unit can contain up to 5000 agents.
• A single management unit can contain up to 1500 agents.
• You can organize agents within the contact center into management units based on common planning period settings, adherence rules, time-off rules, and shift-trading rules. Agents that handle the same set of interactions should belong to the same business unit and can be spread across multiple management units if different management rules or permissions are required. For more information about specific agent limits per organization, business unit, or management units, see Limits.

• The business unit name must contain at least one character and cannot be longer than 50 characters.
• Business units cannot have duplicate names.
• After you create the business unit, you can change the name but not the start day of the week. For more information about specific business unit limits per organization, see Workforce management organization limits. 

• The forecasts list displays up to a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a forecast exists. Use the search feature to find forecasts, including those outside the +/- 26-week window.
• Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing or predictive routing configured for skill matching. For more information, see Skill matching. Forecasting and scheduling does not support queues configured for bullseye routing.
• Scheduled callbacks, non-scheduled callbacks, and ACD voicemail media types appear as callbacks in forecasts and schedules.

The following limits are maximum sizes of items that have been designed and tested. While these limitations are not enforced, exceeding them results in performance degradation, timeouts, or other errors:

• Route groups (distinct set of queue + media type + language + skills): 250 per source or forecast day.
• Total offered interactions: 1,000 per 15-minute interval and 768,000 for a forecast week.
  Note: This calculation is based on a 24 x 8 week to allow for an eighth day and includes scheduling for overnight workers.

• The management unit name must contain at least one character and cannot be longer than 50 characters.
• Management units cannot have duplicate names.
• You can change the management unit name after you create the management unit. For more information about specific management unit limits per business unit or organization, see Workforce management management unit limits.

• You can create schedules for one to six week intervals.
• The schedule name must contain at least one character and cannot be longer than 50 characters. 
• The schedule description cannot be longer than 100 characters.
• A maximum of 26 previous schedules and 26 future schedules appear on the Schedules page. You can use search filters to view weeks outside this range. 
• You cannot undo a schedule deletion.