Salesforce Embeds WEM into Agentforce Contact Center

Author: Layne Haaksma, Senior Research Analyst

What's the news?

On June 22, 2026, Salesforce announced the addition of workforce engagement management (WEM) capabilities natively to its Agentforce Contact Center platform. Built directly into Salesforce, the new WEM features operate on the same platform that powers customer conversations, CRM data, AI agents, and service workflows, aiming to eliminate disconnected systems and information silos.

The new capabilities include:

• Workforce Management (WFM): Allows supervisors to forecast demand, plan capacity, and optimize schedules directly inside Salesforce. It uses performance data and forecasting models to predict staffing needs across channels while allowing real-time adjustments.
• Employee Collaboration: Leverages tools like Slack and mobile devices to support agent scheduling preferences, shift management, and feedback.
• Quality Management (QM): Enables supervisors to evaluate interactions across channels and score them against quality standards directly inside the Salesforce Service Console.
• Targeted Coaching: Connects evaluations to business outcomes like customer satisfaction and revenue, providing structured evaluation workflows and targeted coaching programs based on real interactions.

For organizations that prefer a best-of-breed Contact Center as a Service (CCaaS) approach, Salesforce also highlighted seamless integrations with more than 17 CCaaS partners.