video1.0<iframe src="https://www.loom.com/embed/e65824c1f8474fbd943e659958d36306" frameborder="0" width="1920" height="1440" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>14401920Loomhttps://www.loom.com14401920https://cdn.loom.com/sessions/thumbnails/e65824c1f8474fbd943e659958d36306-ed7ea73d5fa0239f.gif589.973This Loom explains how the Workforce Management R&D team sets up Workstreams, Forecasting, Scheduling, and Team Performance to manage customer inbox conversations. Andrea describes creating workstreams such as EMEA Support, America Support, and APAC Support by grouping team Inboxes and setting productivity as conversations per teammate per hour, then using an eight week rolling average algorithm to forecast volume beyond the “now” line. She then shows how to build schedules using productive versus non productive activity types, apply schedule templates across time zones, and see hourly staffing requirements versus scheduled productive coverage. Finally, she covers the team performance view, including adherence scoring based on active versus away status during productive blocks and tracking key actions taken in the inbox.