In Zendesk WFM, you can collect up to two years of historical data for forecasting purposes. This feature allows you to analyze past trends and make informed predictions about future performance.
While you can't retroactively report on productivity before installation, having access to historical data is beneficial for strategic planning and improving operational efficiency.
No, you cannot access data from before installing Zendesk WFM. Once you have installed Zendesk Workforce Management (WFM), it starts tracking your agents' activity and performance from that point forward. This means you can only report on…
Zendesk WFM tracks agent performance from the moment it is installed. It begins monitoring your agents' activity and performance metrics, allowing you to generate reports on their performance and occupancy rates. This tracking is crucial for…