Scheduling Your Workforce WFM Add-On - Frequently asked questions
Frequently asked questions
How do I generate and publish a WFM schedule in Zendesk?
Generating and publishing a WFM schedule in Zendesk is straightforward. After setting up your organization structure, you can create a schedule based on your forecasted needs. To get started, navigate to the Zendesk Workforce Management (WFM)…
Can I edit a WFM schedule for multiple agents in Zendesk?
Yes, you can edit a WFM schedule for multiple agents in Zendesk. Once you've generated your schedule, you have the flexibility to make adjustments as needed. This feature allows you to quickly modify schedules for multiple agents, ensuring that…
How can I edit a WFM schedule for a single agent?
Editing a WFM schedule for a single agent in Zendesk is simple. After generating your schedule, you can make specific changes to an individual agent's schedule. This feature is particularly useful if you need to accommodate personal requests or…
What is the WFM forecast overview in Zendesk?
The WFM forecast overview in Zendesk provides insights into your future workload based on historical data. This feature helps you plan your workforce needs effectively. By analyzing past data, the forecast tool predicts future demand, allowing you…
How does the WFM forecast algorithm selection work?
In Zendesk WFM, the forecast algorithm selection is automated to choose the best algorithm for each workstream. This ensures accurate forecasting tailored to your specific needs. The system evaluates various algorithms and selects the one that…
How do I set up and read WFM forecasts in Zendesk?
Setting up and reading WFM forecasts in Zendesk is a breeze. With just one click, you can run a forecast for your selected workstream. Once the forecast is generated, you can review the data to understand future workload expectations. This…
Can I edit WFM forecasts in Zendesk?
Yes, you can edit WFM forecasts in Zendesk. This feature allows you to adjust forecasts by increasing or decreasing expected volumes. Editing forecasts is useful when you anticipate changes in demand that weren't captured in the initial forecast….
How do I set business hours for WFM forecasts in Zendesk?
Setting business hours for WFM forecasts in Zendesk is essential for accurate scheduling. You can specify the hours you want to forecast for, ensuring that your schedule aligns with your operational needs. By defining business hours, you can…
How can I import historical volume for WFM forecasts?
Importing historical volume for WFM forecasts in Zendesk allows you to enhance the accuracy of your predictions. This process involves bringing in past data to inform future forecasts. By using historical volume data, you can create more reliable…
What is the forecast vs actual report in Zendesk?
The forecast vs actual report in Zendesk is a feature currently in an Early Access Program (EAP). It allows you to compare forecasted data against actual outcomes. This report is valuable for assessing the accuracy of your forecasts and making…
How do I import and export WFM schedules in Zendesk?
Importing and exporting WFM schedules in Zendesk is a convenient way to manage your workforce data. You can bring in existing schedules or export them for use elsewhere. This feature is particularly useful if you need to integrate schedules with…
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