You can adjust inbound ticket volumes in Zendesk WFM by creating volume adjustments for specific events. To do this, click the Forecast icon in the top bar, select a workstream, and use the Volume adjustments panel to add an adjustment. You can rename the adjustment, select a date range, and enter the expected inbound ticket volume as a percentage or exact value. Once saved, your Inbound volume chart and Required staffing count will be updated.Learn more
Excluding historical inbound volume outliers in Zendesk WFM helps refine your forecast by removing skewed data. To exclude outliers, select a workstream from the Forecast page, use the Excluded Outliers panel to add an outlier, and rename it for…
Editing staffing parameters in Zendesk WFM allows you to adjust the FTE count based on your business needs. Select a workstream from the Forecast page, expand the Excluded Outliers panel, and modify parameters like Channel preference, Occupancy…
In Zendesk WFM, inbound volume adjustments are distributed in 15-minute intervals based on the forecasted trend, rounded to one decimal place. For example, if you add 10 tickets for a day, they are distributed equally across 96 intervals, with any…
Yes, you can rename both volume adjustments and outliers in Zendesk WFM for better context. When adding a volume adjustment or excluding an outlier, click in the name field or use the options menu to rename it. This helps in identifying the purpose…