Intercom adds Workforce Management, built with Intercom Helpdesk, to plan support staffing. It forecasts incoming demand from real conversation data and excludes the volume that Fin resolves.
Support leads can build and maintain schedules with reusable shift templates and two-way Google Calendar sync. Coverage views compare scheduled headcount with required staffing hour by hour, so teams can add cover before the queue fills.
Team Performance shows how well agents deliver against planned responsibilities. Individual scorecards track adherence, conformance and shrinkage.