Zendesk Workforce Management (WFM) allows you to reflect different SLAs for each channel by focusing on the First Response Time (FRT) in the Forecast FTE calculation. This means that while you can't set multiple SLAs directly, you can manage your expectations and resources based on the FRT for each channel.
To effectively manage different SLAs, consider analyzing the FRT for each channel and adjusting your workforce allocation accordingly. This approach helps ensure that your team meets the expected response times for each channel, even if the system doesn't support multiple SLA settings directly. For more details, you can refer to theForecast overview.
In Zendesk Workforce Management, you can reflect different SLAs for each group by utilizing the First Response Time (FRT) in the Forecast FTE calculation. Although the system doesn't allow for multiple SLA settings, you can still manage your team's…
Zendesk Workforce Management (WFM) uses the First Response Time (FRT) as the specific SLA in the Forecast FTE calculation. This means that the system focuses on the time it takes for the first response to be made to a customer inquiry. By…