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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“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
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“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
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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."
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