Workforce Engagement Developer Guide

Get ready to fine-tune or extend your Workforce Engagement implementation. This guide introduces developers and technical admins to concepts and data in Workforce Engagement features: workload histories, intelligent forecasts, capacity plans, and shift creation and scheduling.

This guide includes:

• Reference information about Workforce Engagement objects
• REST and Apex code examples that show how to manage learning modules in Agent Engagement
• Sample use cases to automate time sheet creation or for using a bot to communicate agent schedules

If you’re new to Workforce Engagement, we recommend checking out Get Started with Workforce Engagement in Trailhead.

Before using this guide, be sure to visit the Workforce Engagement help topics.

• Workforce Engagement Object Reference

  When you enable Workforce Engagement, you gain access to a suite of standard Salesforce objects.

• Workforce Engagement Metadata and Tooling API Reference

  When you enable Workforce Engagement, you gain access to metadata components and tooling objects.

• Automate How Agents Accept and Decline Shift Assignments

  Create an approval process and link it to a flow so that agents can acknowledge shift assignments. When a planner tentatively assigns a shift, the agent can accept or reject the shift assignment in Agent Home.

• Manage Training with REST and Apex APIs

  To manage learning module assignments programmatically, you can use REST or Apex APIs with record objects.

• Use Case Examples

  Extend your Workforce Engagement implementation. Learn how to automate time sheet creation or use a bot to communicate agent schedules.