Plan Agent Staffing for Zendesk Suite - Frequently asked questions
Frequently asked 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…
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….
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…
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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“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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