Salesforce released Agentforce Contact Center Workforce Engagement Management (WEM) on June 22, 2026, to provide a centralized platform for managing both human and digital labor. The new tool consolidates workforce management, quality management, and operational insights, aiming to eliminate the need for disconnected systems that currently silo AI performance data, human quality metrics, and staffing records. By building these capabilities directly into the Salesforce platform, the solution allows service leaders to integrate CRM data with their service workflows across voice and digital channels.

The Agentforce Service Command Center serves as the primary hub for this visibility, offering a centralized view of KPIs and workforce metrics for both AI agents and human teams. Supervisors can track real-time AI interactions and human activity to assess how work is distributed between autonomous agents and service representatives. This unified dashboard supports more informed decision-making regarding operational strategy, performance identification, and employee rewards.

New workforce management features enable supervisors to forecast demand, plan team capacity, and optimize schedules directly within Salesforce. These tools use performance data to predict future staffing needs and allow for real-time adjustments to attendance and schedule adherence. Additionally, quality management capabilities permit managers to evaluate service interactions within the Salesforce Service Console, scoring them against standards to monitor outcomes like customer satisfaction, resolution rates, and revenue impact. During active conversations, the platform provides real-time guidance to human representatives to help reduce errors.

For organizations utilizing third-party tools, the system supports seamless integration with more than 17 Contact Center as a Service (CCaaS) providers. The product addresses the growing shift toward a hybrid workforce, where AI agents manage routine tasks and human representatives handle interactions requiring empathy and specialized judgment.

Salesforce released Agentforce Contact Center Workforce Engagement Management (WEM) on June 22, 2026, to provide a centralized platform for managing both human and digital labor. The new tool consolidates workforce management, quality management, and operational insights, aiming to eliminate the need for disconnected systems that currently silo AI performance data, human quality metrics, and staffing records. By building these capabilities directly into the Salesforce platform, the solution allows service leaders to integrate CRM data with their service workflows across voice and digital channels.

The Agentforce Service Command Center serves as the primary hub for this visibility, offering a centralized view of KPIs and workforce metrics for both AI agents and human teams. Supervisors can track real-time AI interactions and human activity to assess how work is distributed between autonomous agents and service representatives. This unified dashboard supports more informed decision-making regarding operational strategy, performance identification, and employee rewards.

New workforce management features enable supervisors to forecast demand, plan team capacity, and optimize schedules directly within Salesforce. These tools use performance data to predict future staffing needs and allow for real-time adjustments to attendance and schedule adherence. Additionally, quality management capabilities permit managers to evaluate service interactions within the Salesforce Service Console, scoring them against standards to monitor outcomes like customer satisfaction, resolution rates, and revenue impact. During active conversations, the platform provides real-time guidance to human representatives to help reduce errors.

For organizations utilizing third-party tools, the system supports seamless integration with more than 17 Contact Center as a Service (CCaaS) providers. The product addresses the growing shift toward a hybrid workforce, where AI agents manage routine tasks and human representatives handle interactions requiring empathy and specialized judgment.