Monitoring daily team performance with Zendesk WFM
How can I monitor daily team performance with Zendesk WFM?
Zendesk WFM provides tools to monitor daily team performance, including agent attendance, status, and activity.
The Agent attendance page shows daily attendance details, while the Agent status page provides real-time insights into what each agent is working on. The Agent activity page offers a detailed view of agents' activity compared to their planned schedule. Dashboards can be customized for a quick visual overview of team performance.
More related questions
What is Zendesk WFM and who should use it?
Zendesk WFM is a tool designed for workforce management planning and scheduling. It's ideal for managers, schedulers, analysts, and team leads responsible for managing agent time and activity. With Zendesk WFM, you can handle long-term planning,…
How does Zendesk WFM help with forecasting?
Zendesk WFM uses historical ticket data to create forecasts for inbound volume up to a year in advance. When you first set it up, it imports six months of past ticket data to build an initial forecast. This forecast includes a full-time equivalent…
How can I create and manage schedules in Zendesk WFM?
In Zendesk WFM, you can generate schedules based on your forecast or import your own. The tool allows you to create schedules for your team's workstreams, considering hours and shift parameters. You can also import schedules to adjust for…
How do I handle short-term schedule changes in Zendesk WFM?
Zendesk WFM offers features for managing short-term schedule changes, including shift trades and time-off requests. You can adjust schedules as needed, allow agents to trade shifts, and manage time-off requests. The Schedule page provides a…
What are the reporting capabilities of Zendesk WFM?
Zendesk WFM offers reporting capabilities to analyze historical staffing trends and agent activity. You can use pre-defined system report templates to monitor agent performance, attendance, and time-off requests. These templates can be copied and…
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