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Tracking Agent Performance with Zendesk WFM

Discover how Zendesk WFM tracks agent performance from installation. Learn about performance and occupancy rate reporting.

How does Zendesk WFM track agent performance?

Zendesk WFM tracks agent performance from the moment it is installed. It begins monitoring your agents' activity and performance metrics, allowing you to generate reports on their performance and occupancy rates.

This tracking is crucial for understanding how your team is performing and identifying areas for improvement. While you can't access data from before the installation, the tool provides valuable insights moving forward.


More related questions

Can I access data from before installing Zendesk WFM?

No, you cannot access data from before installing Zendesk WFM. Once you have installed Zendesk Workforce Management (WFM), it starts tracking your agents' activity and performance from that point forward. This means you can only report on…

What historical data can be collected in Zendesk WFM?

In Zendesk WFM, you can collect up to two years of historical data for forecasting purposes. This feature allows you to analyze past trends and make informed predictions about future performance. While you can't retroactively report on productivity…

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