Release roundup
August 2026 Release roundup: Workforce management, QA, and Analytics
When you’re trying to keep schedules, permissions, and QA reviews consistent across teams, small configuration changes can make a big difference. August brings a more granular WFM permissions model, multi-tiered QA root causes, and an EAP that helps you keep an eye on AI agent activity as it happens. Check out Augusts release roundup for WFM, QA, and Analytics!
Visual breakdown
A quick visual walkthrough of this month’s WFM, QA, and analytics updates.
Workforce management
- Granular permissions for WFM teams: Zendesk WFM now includes a redesigned permissions structure with more granularity, including view-only access for Teams—so supervisors can review team setup without being able to create, edit, or delete teams. Read: Announcing a new permissions structure and greater granularity for teams in Zendesk WFM
Quality assurance and analytics
- Tiered root causes in Zendesk QA: Root causes can now be organized into up to three tiers (a cascading structure), making it easier for reviewers to land on the right option and giving you more detailed root-cause trends to act on. Read: Announcing multiple tiered root causes in Zendesk QA
Early access programs
- AI agent activity monitoring dashboard [EAP]: This EAP introduces a monitoring dashboard to track AI agent conversations in progress, review automated resolution outcomes, identify escalation patterns, and troubleshoot failures across actions, integrations, and escalations. Read: Announcing the AI agent activity real-time monitoring dashboard EAP
Resources and enablement
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