The WFM Agent adherence dashboard in Real-time Monitoring is the first step toward a fully unified reporting ecosystem inside Zendesk. It allows WFM customers to see their real-time agent status and adherence data rendered directly inside Zendesk Real-time Monitoring.
This EAP focuses on bringing key real-time WFM data, such as agent availability, activity, adherence, and status durations into Zendesk Real-time Monitoring, enabling support managers and workforce teams to monitor operations from a single consolidated dashboard.
What you can expect
- Real-time WFM agent status and adherence, synchronised with ZRA
- Consolidated agent performance reporting which combines WFM data with Zendesk reporting within one dashboard
- Improved visibility across groups, agents and channels
- A first milestone towards a comprehensive, unified reporting solution.
Scope & Limitations
This EAP is available to WFM, Suite Pro+ customers who opt in.
It includes real-time agent data but does not yet include (future phases):
- Historical trend analysis- currently only showcases up to 60 minutes of data.
- Full library of WFM metrics within Explore
- Forecast vs Actual WFM (this is a separate EAP)
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WFM set of roles and permissions. Currently all Explore admins will have access to this WFM dashboard in Real-time Monitoring.
Why this matters
This integration addresses a long-standing customer request:
“I need a single place inside Zendesk to monitor agent activity, adherence, and operational performance.”
By joining the EAP, you help validate the foundation of Zendesk’s long-term unified reporting strategy!