---
title: "Announcing Workforce Management: Forecast, schedule, and plan teammate cover in the Intercom helpdesk - The Intercom Blog"
description: "Intercom announced Workforce Management, a new set of tools inside its helpdesk for forecasting, scheduling, and planning teammate cover alongside the Fin AI agent. The tools automatically exclude conversations resolved by Fin to plan for human-bound volume only, addressing the challenge of fluctuating human volume as Fin resolves 76% of queries on average. Forecasting shows actual volume to date alongside predicted volume ahead, building automatically from the last eight weeks of conversation data, and can be exported, adjusted, and re-imported as CSV. Scheduling supports reusable shift templates and syncs with Google Calendar, while Teammate Coverage maps scheduled headcount against required staffing hour by hour. Team Performance provides individual scorecards for adherence, conformance, and shrinkage, with away reasons like lunch and meetings surfacing automatically and inbox actions like replies and notes on the timeline. The feature is available now in the Pro add-on and is already live in Pro workspaces."
---

# Announcing Workforce Management: Forecast, schedule, and plan teammate cover in the Intercom helpdesk - The Intercom Blog

[Intercom](https://yomu.fyi/company/intercom) · Oct 16, 2026

**Type:** Announcement

## Summary

Intercom announced Workforce Management, a new set of tools inside its helpdesk for forecasting, scheduling, and planning teammate cover alongside the Fin AI agent. The tools automatically exclude conversations resolved by Fin to plan for human-bound volume only, addressing the challenge of fluctuating human volume as Fin resolves 76% of queries on average. Forecasting shows actual volume to date alongside predicted volume ahead, building automatically from the last eight weeks of conversation data, and can be exported, adjusted, and re-imported as CSV. Scheduling supports reusable shift templates and syncs with Google Calendar, while Teammate Coverage maps scheduled headcount against required staffing hour by hour. Team Performance provides individual scorecards for adherence, conformance, and shrinkage, with away reasons like lunch and meetings surfacing automatically and inbox actions like replies and notes on the timeline. The feature is available now in the Pro add-on and is already live in Pro workspaces.

## Context

Before AI Agents, capacity planning involved forecasting incoming volume and staffing accordingly. With Fin resolving 76% of queries on average, the volume reaching human reps fluctuates unpredictably. Many teams use spreadsheets, but without integration with their AI agent, it is slow and difficult. Workforce Management addresses this by working through the same platform as Fin, providing up-to-date data for planning human-specific work.

## Approach / What changed

Workforce Management provides four integrated tools: Forecasting (auto from 8 weeks data, adjustable via CSV export/import), Scheduling (reusable shift templates, Google Calendar sync), Teammate Coverage (hourly over/understaffing), and Team Performance (adherence, conformance, shrinkage). It excludes Fin-resolved conversations to plan for human-bound volume only.

## Takeaways

- Workforce Management automatically excludes conversations resolved by Fin to forecast human-bound demand only, using the last eight weeks of conversation data.
- Scheduling syncs with Google Calendar and supports reusable shift templates, with pre-booked meetings and PTO showing up automatically.
- Team Performance tracks adherence, conformance, and shrinkage from work done in Intercom, surfacing away reasons and inbox actions without manual logging.

## FAQ

### How does Workforce Management handle fluctuating human volume due to Fin?

It automatically excludes conversations resolved by Fin from forecasts, using the last eight weeks of data to predict human-bound demand only. This addresses the challenge of Fin resolving 76% of queries on average, which makes human volume harder to predict.

### Can I adjust the forecast if I know about upcoming events?

Yes, you can export the forecast, adjust it, and re-import it as a CSV, or upload your own numbers. All staffing calculations then work around your figures.

### How does Team Performance measure actual work?

It calculates adherence, conformance, and shrinkage from work done in Intercom, surfacing away reasons like lunch and meetings automatically and showing inbox actions like replies and notes on the timeline.

**Tags:** [AI Agents](https://yomu.fyi/topic/ai-agents), [Forecasting](https://yomu.fyi/topic/forecasting), [Intercom](https://yomu.fyi/topic/intercom), [Scheduling](https://yomu.fyi/topic/scheduling), [Workforce Management](https://yomu.fyi/topic/workforce-management)

- Source: [Intercom](https://www.intercom.com/blog/announcing-workforce-management)
- Source URL: https://www.intercom.com/blog/announcing-workforce-management
- Ingested by Yomu: 2026-10-16T15:00:18.282Z

[Read original post](https://www.intercom.com/blog/announcing-workforce-management)