Please refer to Case Lifecycle model (Salesforce Service Cloud) for an overview of the model. Note, that the Case Lifecycle model is currently only supported for Salesforce Service Cloud and Amazon Connect.

Staffing calculations overview

Case Lifecycle builds on the current view Assembled displays the staffing timeline. You’re now able to see the following:

• Forecasted units of work on a per queue and channel basis.
• Breakdown of incoming case volume into units of work. Specifically, we break down case volume into 5 different types of units of work:
  • Initial cases: Cases that initially entered the queue/channel combination
  • Re-engaged: Cases that have re-engaged (i.e. goes from paused to an open status)
  • Re-assigned: Cases have been reassigned to a new agent
  • Re-opened: Cases that have reopened (i.e. goes from a solved or solved to an open status)
  • Transferred: Cases have been transferred to a new queue.
• Unit of work service level.

Customizing staffing calculations

Case Lifecycle builds on the current way Assembled allows you to customize staffing calculations.

Case Lifecycle allows you to switch between forecasting on cases and units of work depending on the channel. This allows you to staff on either unit of work or cases.

1. Navigate to the Staffing timeline

2. Select the channel/queue combination you'd like to configure

3. Select configure staffing in the upper right hand of the page

4. Select one of the following under Calculate volume for Email and all its queues based on:

   • Cases ending in this queue: this will use cases for forecasting & headcount requirements
   • Expected units of work: initial cases, transfers in/out, reopens, reassigns, re-engagements: this will use units of work for forecasting & headcount requirements