Effective Staffing Schedule Planning for Zendesk
How can I plan my staffing schedule for Zendesk Suite?
Planning your staffing schedule involves using a blocked schedule model and making necessary adjustments based on agent feedback.
A blocked schedule assigns agents to specific channels for set time slots, similar to a dedicated staffing model. This helps prevent channel overload and ensures agents can focus on one channel at a time. It's important to distribute channel shifts evenly and schedule support shifts after live channels to allow for quick follow-ups.
Regular communication with agents is crucial to gather feedback and make adjustments to the schedule as needed.
For more tips, check out the originalZendesk help article.
More related questions
What are the different staffing models for Zendesk Suite?
Zendesk Suite offers two primary staffing models: the dedicated staffing model and the shared staffing model. In the dedicated staffing model, agents focus on a single channel, such as phone support, throughout their shift. This allows them to…
What is a blocked schedule model in Zendesk Suite?
A blocked schedule model is a strategy where agents are assigned to one channel per time slot, similar to a dedicated staffing model. This approach helps agents focus on a single channel during their shift, reducing the risk of channel overload….
How can I use reports to evaluate staffing in Zendesk Suite?
Using reports is crucial for evaluating staffing needs and making informed adjustments. Key reports include Ticket Stats, which provides statistics like new tickets and first reply time, and Tickets by Channel, which shows the percentage of tickets…
What is the role of an override agent in Zendesk Suite?
An override agent is a flexible role designed to provide additional support across channels as needed. Primarily scheduled for the Support channel, an override agent can switch to other channels when extra assistance is required, such as during…
How can agent feedback improve staffing in Zendesk Suite?
Agent feedback is vital for making informed staffing adjustments in Zendesk Suite. Regular communication with agents helps identify challenges they face with different channels and allows for adjustments in staffing levels and schedules….
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