What is Workforce Management in Jira Service Management?
Use Workforce Management to help teams plan capacity, schedule shifts, and assign work to the right agent at the right time.
Assign work to the right agents with Workforce management
Workforce management in Jira Service Management helps you plan, measure, and improve your team's productivity and service quality. By integrating agent data (like their availability and capacity utilization) with work data (like requests), you can ensure the right person is working on the right task at the right time.
Set up Workforce Management in Jira Service Management
Turn on Workforce Management in your service space, connect your team, set capacity thresholds, and get ready to schedule shifts and route work.
Route work to the right agent in Workforce Management
Route work to the team that owns the service, then to an agent with the right skills, availability, and capacity.
See your team’s capacity in Workforce Management
Use the Workforce Management capacity dashboard to see who's overloaded, who has headroom, and where to send the next piece of work.
Forecast staffing needs in Workforce Management
Use forecasting in Workforce Management to estimate request volume and the number of agents you will need.
Bulk import schedules using CSV
Save time by setting up multiple agent schedules at once. Learn how to format your CSV file and upload it to Workforce management.
Give team members admin access to Workforce Management
Let team leads manage day-to-day team schedules and capacity while keeping space administration secure.
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