Managing Agent Activity - Frequently asked questions
Frequently asked questions
How can I manage agent activities in Zendesk WFM?
In Zendesk Workforce Management (WFM), you can manage agent activities by editing or deleting completed activities. Ongoing activities, however, cannot be modified. To manage these activities, navigate to the Agent activity page in the Zendesk WFM…
Can I edit ongoing activities in Zendesk WFM?
No, ongoing activities in Zendesk Workforce Management (WFM) cannot be edited or deleted. Only completed activities are eligible for modifications. If you need to make changes, you must wait until the activity is completed. Once completed, you can…
What is a hidden activity in Zendesk WFM?
A hidden activity in Zendesk WFM is an entry that appears between the End Day and Start Day when editing activities. It behaves like any other activity but cannot have its type changed. This hidden activity is crucial for avoiding overlapping…
How do I delete an agent activity in Zendesk WFM?
To delete an agent activity in Zendesk WFM, navigate to the Agent activity page, select the agent, and use the options menu to delete the activity. Click the trash can icon next to the activity you wish to remove, then confirm by clicking Delete….
Can I change a workstream in Zendesk WFM?
In Zendesk WFM, you cannot change one workstream to another or update a general task to a workstream. These limitations ensure consistency in activity tracking. When managing agent activities, you can edit the time spent or update the activity…
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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.”
Zeffy
“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.”
Freecash
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