Paid vs. Productive Time in WFM General Tasks
What is the difference between paid time and productive time in WFM general tasks?
Paid time and productive time in WFM general tasks help categorize agent activities. Paid time includes all tasks that are compensated, while productive time refers to tasks that contribute directly to an agent's core responsibilities.
For instance, a 'lunch' task might be unpaid, while social media management could be considered productive time. Understanding these distinctions helps in calculating occupancy rates and managing agent productivity effectively.
More related questions
What are Zendesk WFM general tasks?
Zendesk WFM general tasks are activities tracked outside of ticketing work. These tasks help admins and managers understand how agents spend their time on non-ticketing activities, such as meetings or breaks. By defining these tasks, organizations…
How can admins customize WFM general tasks in Zendesk?
Admins can customize WFM general tasks to fit their organization's specific needs. They can define which tasks are available to all teams or restrict them to certain teams, allowing for a tailored approach to managing agent activities….
How do team members interact with WFM general tasks in Zendesk?
Team members interact with WFM general tasks based on their roles and permissions. Admins can define and edit tasks, while managers and team leads can view them on the Agent activity page and in reports. Agents can see their general tasks on…
Why are WFM general tasks important for managing agent productivity?
WFM general tasks are crucial for managing agent productivity as they track non-ticketing activities. By understanding how agents spend their time on tasks like meetings or breaks, managers can better allocate resources and improve efficiency….
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