Reflect Different SLAs in Forecast - Frequently asked questions
Discover how to set different SLAs for each channel or group in your forecast. This page answers common questions about customizing SLAs in Zendesk.
Frequently asked questions
How can I reflect different SLAs for each channel in Zendesk forecasts?
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…
Can I set different SLAs for each group in Zendesk forecasts?
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…
What SLA does Zendesk WFM use in forecast calculations?
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…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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