How to Generate & Publish WFM Schedule - Frequently asked questions
Frequently asked questions
How do I generate a WFM schedule in Zendesk?
To generate a WFM schedule in Zendesk, you need to be an admin. You can create a schedule for all agents or select specific agents, groups, locations, or teams. Start by hovering over the schedule icon in the Zendesk WFM web app and selecting…
What should I do if my forecast fails to generate in Zendesk WFM?
If your forecast fails to generate in Zendesk WFM, it could be due to a lack of data in a workstream. Without a forecast, the schedule relies on coverage and location requirements. Ensure that your workstream has data. If it shows zero inbound…
How can I publish a WFM schedule in Zendesk?
Publishing a WFM schedule in Zendesk is essential for agents to see their shifts. After generating the schedule, click 'Publish'. Select the date range and choose which agents to publish the schedule for. You can publish for all agents or select…
Can I generate a schedule for a specific agent or team in Zendesk WFM?
Yes, you can generate a schedule for a specific agent, group, location, or team in Zendesk WFM. In the Zendesk WFM web app, hover over the schedule icon and select 'Schedule'. Hover over the desired agent, group, location, or team and click the…
What happens after generating a WFM schedule in Zendesk?
After generating a WFM schedule in Zendesk, each agent will have an assigned shift with tasks and general duties. These shifts are highlighted, and a yellow dot appears next to the agent's name, indicating they are unpublished. To make the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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