Chat and Voice Volumes Outside Business Hours in WFM
What happens to chat and voice volumes outside business hours in Zendesk WFM?
Chat and voice volumes outside business hours are not counted in Zendesk WFM forecasts.
When you set business hours, any chat and voice interactions that occur outside these hours are excluded from the staffing calculations. This ensures that your staffing requirements are based only on the interactions that occur within your specified business hours, helping you manage resources more effectively.
More related questions
How do I set business hours in Zendesk WFM?
To set business hours in Zendesk WFM, you need to adjust the settings in the Forecast section. Start by opening the Forecast in Zendesk WFM. You can choose the Day view for better visibility, although business hours can be applied in any view….
Why should I use the Day view when setting business hours in Zendesk WFM?
Using the Day view when setting business hours in Zendesk WFM is recommended for better visibility. While you can apply business hours in any view, the Day view provides a clearer picture of how business hours impact your forecast. The Week and…
How does Zendesk WFM handle email volumes outside business hours?
Email volumes outside business hours are summed up and treated as if they arrived at the start of business hours in Zendesk WFM. This means that any emails received outside of your specified business hours are considered to have arrived at the…
Can I turn off business hours in Zendesk WFM?
Yes, you can turn off business hours in Zendesk WFM by unchecking the availability box. If you decide that you no longer want to apply specific business hours to your forecasts, simply go to the Staffing Parameters section, uncheck the Availability…
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