Workforce engagement management

Hello WFM Magicians! Here's a list of Workforce Management (WFM) related resources that we've put together to help you understand the importance of WFM in customer service. We have categorized these so you can get started with WFM in your business, improve your existing WFM process and learn more from best practices.Feel free to bookmark anything you find useful here or suggest more useful links in the comments. We will continuously update this list.Be sure to hit the follow button to receive email notifications as shown in the screenshot below: Blog What is workforce management? What is a workforce manager? (+ How to become one) How to forecast in 4 simple ways 5 ways WFM for agents is great, explained by a former agent  Customer stories Ingram Content Group: how they're using WFM and AI to boost agent performance, efficiencies, and forecasting capabilities. Sendle: how they increased productivity with omnichannel CX and WFM tools Tembici: how they reached 30% cost s

We've been building a custom dashboard on top of the WFM API and were looking forward to pulling time-off data into it.However, when we call GET /wfm/public/api/v2/timeOff using Basic auth (email + API token), we're getting a 403 JWT not found error. Our existing WFM report endpoints (adherence, productivity) work perfectly fine with the same Basic auth setup, so it seems like the time-off endpoints may not yet support Basic auth the same way the report endpoints do.Is this a known limitation, or is Basic auth support for the time-off endpoints planned? Would love to know if there's a workaround or a timeline for when this might be available. Thanks!

Olá, pessoal!Gostaria de entender melhor a viabilidade de cruzar informações do Zendesk QA (Klaus) com os campos de ticket do Zendesk Support, utilizando as APIs disponíveis.Nosso objetivo é conseguir relacionar os dados das avaliações de qualidade (como score, avaliador, avaliado e scorecard) com informações operacionais dos tickets, principalmente campos personalizados, como por exemplo:motivo de contatoA ideia é construir uma visão analítica que permita identificar, de forma clara, quais são os principais motivos de contato associados às avaliações de QA, possibilitando análises como:desempenho por motivo de contatoqualidade por categoria ou tipo de atendimentoidentificação de pontos críticos com base nos scores das avaliaçõesSabemos que o campo externalId pode ser utilizado para relacionar as conversas do QA com os tickets do Support, porém gostaríamos de confirmar:Essa abordagem é oficialmente recomendada pela Zendesk para esse tipo de cruzamento?Existe alguma limitação conhecida

Hi, I’ve created a custom category called Anything Macro. The purpose of this category is to detect when an agent has used a macro so that Auto QA can review it. However, it isn’t currently identifying when a macro has been applied by an agent.

Currently on Zendesk WFM the way to track the overtime on our agents is: Sum of time of clock-outs that occur outside of scheduled hoursHowever,  if agents take extra hours it won't be easily verifiable for our WFM team if those extra hours were previously approved or not (considering that agents work from home). What I am currently doing is that we extend the shift of the agents using a general task called ‘Emails OT’ that adheres to the ‘Email’ workstream, so it won't affect our agents' adherence metric, this way we can easily download the time for overtime historically on our reports. However, it affects the way we can easily track our Email coverage when we check the staffing charts on the ‘schedule’ site (check you check it in daily level). Because the staffing chats uses workstreams to track how good or bad we are staffed for the day and not "general tasks". Is there any other way that we can easily track overtime and at the same time it would be easier t

Hi Team, I'm trying to understand all the algorithms available in ZD WFM, I would like to know the best algorithm you recommend to use to avoid past unexpected peaks to impact future projections.I was trying to use the “Outliers” section, but doesn't allow input and “x” amount of contacts to be excluded, you can only specify the interval range or the entire date to be excluded completely for future calculations. Thanks in advance, Edwin Franco

Hi everyone,I'm getting started with Workforce Engagement Management (WEM) in Zendesk and would appreciate any tips or best practices for setting up agent schedules efficiently. Are there recommended approaches for managing shift rotations or handling time-off requests within the WEM module?Any insights or documentation links would be really helpful. Thanks in advance!

Is is possible to remove the NA option on the scorecard through an admin function?

 Introducing Zendesk WFM to Your TeamsChange can sometimes be challenging, especially when introducing new tools like the Workforce Management (WFM) add-on. But it also opens the door to enhanced productivity, greater team cohesion, and a more efficient workflow. Here’s how to introduce these benefits clearly and effectively.1. Be Open and Transparent About Your WFM GoalsSharing your goals helps your team see the value behind adopting Zendesk WFM. Common aims include: Understanding what the team works on Creating balanced schedules Identifying staffing needs Recognizing top performers The Performance and Leaderboards feature is key for motivation and engagement. It allows agents to track their key metrics and compare their performance with others in a friendly, transparent way. For example, an agent can see how they’re meeting response times compared to team targets and feel encouraged to improve or celebrate success. Managers gain clear insights into who’s excelling, helping them

Hello Quality Aficionados!Here's a list of Quality Assurance (QA) related resources that we've put together to help you understand the importance of QA in customer service. We have categorized these so you can get started with QA in your business, improve your existing QA process, learn more from best practices, and solidify your customer relationships with excellent CX.Feel free to bookmark anything you find useful here. We will continuously update this list and comment on the post when the new resource is added.Be sure to hit the follow button to receive email notifications as shown in the screenshot below: Blog Customer service quality assurance: The ultimate guide Customer service scorecard: How to build one + free template How to create a customer service QA program + checklist How to build a QA scorecard: Examples + template Automated quality management (AQM): The complete guide Customer service QA automation: How AI can streamline QA Elevate the quality of your customer sup

Können feste Aufgaben außerhalb von Zendesk (Zum Beispiel Retourenbearbeitung) auch in der Prognose berücksichtigt werden, sobald Mitarbeiter damit beginnen diese allgemeinen Aufgaben im WFM zu buchen?

Can someone help me on how to setup the Time tracker to track Google Sheets which is outside Zendesk? I already configure general tasks and was able to track other sites except Google sheet.

We started using the tracking agent time spent outside of Zendesk, but then realized this extension simply stops working, everyday, for multiple agents, forcing us to re-install the extension every time it stops working, even requiring some agents to do it multiple times until it starts working again. This issue has caused a drastic impact in our metrics and divergent data from one agent to another.

Does pinning tabs in Google Chrome impact the functionality of the "Zendesk Time Tracker" extension?

Hi Support Team, Could you confirm if Agent Omnichannel Statuses are changed, does Tymeshift capture and analyse them?Thanks,Minh

Is there a way we can automatically set an agent's status to online when they've started their day on Tymeshift? 

Does Timeshift track any activities in Zendesk Talk app? Does it work the same way as AWS Connect app? 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences) When an agent locks their PC, Tymeshift should stop tracking time on the current ticket and resume tracking time when the PC is unlocked, similar to the behavior when a PC goes to sleep.  What problem do you see this solving? (1-2 sentences)  We use Tymeshift to track agent activity and agents will often leave the last ticket they worked on up on their screen when they leave their desk. If they don't select that they are taking a break, the time continues to track on the ticket, even though their PC is locked and they clearly are not working on that ticket.  When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences) This occurs daily and obscures our productivit

One of our Agents is not longer working for us and his position will not be filled until further notice. How can that agent's tickets to be reassigned to a different agent automatically so they're not ignored?  Please note: The agent who holds our zendesk owner status is out for a couple of weeks so I may not have access to make this change and/or have knowledge how to begin to make the change. 

Hi! We're currently trying to find the right tool for us to help automate / make easier the quality assurance process of our agents tickets. We want to look mostly at criteria that are not measured by other areas: i.e. the human factors of the ticket. E.g.: Sentiment: Was the agent kind in their language? Urgency: Did the agent's approach match the urgency of the ticket (i.e. short concise answers if the client is agitated?) Language: Is the spelling & grammar correct? Language: Is clear language used (i.e. non-technical / internal jargon) etc. Do you have any suggestions? Any feedback? I'd love to hear them! Best, Alex

Is there any page with the main articles an agent would need to work on tickets and anything related to their permissions?  I already have this link: https://support.zendesk.com/hc/en-us/categories/5021364328218 But for a new agent is hard to know where to go, I was thinking of something more straight forward specific for agents with the main articles.

I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate this process? 

As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Even through the API, if I try to call the Show View endpoint, I get a Record Not Found response.

Hello, I would like to route ticket evenly among three agents.Is there a way where Zendesk can allow that ?   Thank you

We switched to Zendesk a little over a year ago now - a lot has happened since :) We have grown by 3 brands, with multiple groups, of course all that meant loads of new triggers for routing tickets, as well as along the way trying to automate as much as we can.  Now a couple of weeks ago, we were finally able to automate our clean brand separation, by adding a new workflow of triggers/tags etc. It seems that there could now be some conflict between the new workflow and some of our old-workflows ..... long story short: is there a best practice recommendation on how to audit your trigger/workflows set ups once/twice per year?  I know I can check how triggers fire, and come across individual cases were we can tweak things here and there. But I would like to perform a once/twice per year overall audit on our set up, to make sure nothing is falling of the radar.  Hope this makes sense. Wasn't able to find anything on this online so far. Maybe someone here has some advice. How