Reporting on Workforce Performance - Frequently asked questions
Frequently asked questions
What is the Agent activity page in Zendesk WFM?
The Agent activity page in Zendesk Workforce Management (WFM) helps you visualize the time agents spend on various tasks. It provides a detailed view of how agents allocate their time, allowing managers to optimize workforce efficiency. This page…
How can I view agent status in real-time with Zendesk WFM?
In Zendesk Workforce Management (WFM), the Agent status page allows you to see what each of your agents is working on in real-time. This feature is crucial for managers who need to monitor ongoing activities and ensure that agents are on task. By…
What information does the Agent attendance page provide?
The Agent attendance page in Zendesk Workforce Management (WFM) allows you to easily view who is working and who is absent. This page is a valuable tool for tracking attendance patterns and managing workforce availability. It helps managers ensure…
What are workforce management dashboards in Zendesk WFM?
Workforce management dashboards in Zendesk WFM provide a quick visual overview of your team's performance. These dashboards are designed to help managers quickly assess how their team is performing against key metrics. They offer insights into…
How do I create and edit WFM dashboards in Zendesk?
Creating and editing workforce management dashboards in Zendesk WFM allows you to customize the visual representation of your team's performance. These dashboards can be tailored to display the metrics that are most important to your organization,…
How can I manage agent activity in Zendesk WFM?
In Zendesk Workforce Management (WFM), admins can manage agent activity by editing and deleting comments. This feature allows for better control over the information recorded about agent activities, ensuring that data is accurate and…
What is the WFM audit log and what does it show?
The workforce management (WFM) audit log in Zendesk shows various changes in your account. It is similar to the Zendesk Support audit log and provides a record of modifications made within the WFM system. This log is essential for tracking changes…
What are system WFM report templates in Zendesk?
System WFM report templates in Zendesk allow managers to monitor agent performance, attendance, and time-off requests. These pre-defined templates provide a structured way to analyze workforce data, helping managers make informed decisions based on…
How can I create custom WFM report templates in Zendesk?
In Zendesk Workforce Management (WFM), you can create custom reports to gain insight into a variety of metrics. Custom report templates allow you to tailor the data analysis to your specific needs, providing a more detailed understanding of…
What metrics are available for WFM system reports?
Zendesk Workforce Management (WFM) provides a list of metrics available for system report templates. These metrics are designed to help managers evaluate various aspects of workforce performance, ensuring that they have the data needed to make…
What metrics can I use for custom WFM reports in Zendesk?
Zendesk Workforce Management (WFM) offers a variety of metrics for custom reports, allowing you to tailor your analysis to specific needs. These metrics provide detailed insights into workforce performance, helping you to better understand and…
How do I schedule WFM report exports in Zendesk?
With Zendesk Workforce Management (WFM) reporting, you can schedule report exports to gain insights into various workforce metrics. This feature allows you to automate the reporting process, ensuring that you have regular access to the data you…
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