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Set up Workforce Management: create workstreams, set permissions, and find the guides for forecasting, scheduling, and team performance.

Getting started with Workforce Management

Use this article to read your team's forecast, understand how required and scheduled staffing are calculated, and override the forecast when you know something it doesn't.

How to use the Forecast

Learn how to upload a CSV to override your Intercom forecast, including how to format your file, export an existing forecast, and delete overrides.

Override your forecast with a CSV import

Use this article to build and apply schedule templates, make one-off schedule changes, and export or audit your team's schedule.

How to build and edit schedules in Workforce Management

Learn what activity types control in Workforce Management, see common examples, and understand which ones count toward productive scheduled time.

How to use calendar settings in Workforce Management

Understand what Google Calendar data Workforce Management accesses, how it's used, and how it's protected when a teammate connects their calendar.

What Google Calendar data does Workforce Management access?

Learn how to view adherence, conformance, and shrinkage per teammate, drill into a specific day, and export team performance data as a CSV.

How to track team performance in Workforce Management

Learn how Workforce Management calculates adherence, what counts as an adherent status, and how adherence differs from conformance and shrinkage

How is adherence calculated?

Learn what the Actions lane shows when you drill into a teammate's day in Team Performance, and how to read its 15-minute activity blocks.

What does the actions lane show?

Answers to common questions about setting up, forecasting, scheduling, and tracking performance in Workforce Management.

Workforce Management FAQs

Dawn Perrott

Andrea Nagel

Managing demand across Fin and human agents to forecast accurately, schedule efficiently, and track team performance.

Workforce Management 

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Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

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Connect the tools your team already uses to bring data in.

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A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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Create your account and invite the first people to your workspace.

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