Troubleshooting Forecast Generation in Zendesk WFM
What should I do if my forecast fails to generate in Zendesk WFM?
If your forecast fails to generate in Zendesk WFM, it could be due to a lack of data in a workstream. Without a forecast, the schedule relies on coverage and location requirements.
Ensure that your workstream has data. If it shows zero inbound volume, the system will randomly assign a workstream to an agent. Double-check your data inputs to resolve this issue.
More related questions
How do I generate a WFM schedule in Zendesk?
To generate a WFM schedule in Zendesk, you need to be an admin. You can create a schedule for all agents or select specific agents, groups, locations, or teams. Start by hovering over the schedule icon in the Zendesk WFM web app and selecting…
How can I publish a WFM schedule in Zendesk?
Publishing a WFM schedule in Zendesk is essential for agents to see their shifts. After generating the schedule, click 'Publish'. Select the date range and choose which agents to publish the schedule for. You can publish for all agents or select…
Can I generate a schedule for a specific agent or team in Zendesk WFM?
Yes, you can generate a schedule for a specific agent, group, location, or team in Zendesk WFM. In the Zendesk WFM web app, hover over the schedule icon and select 'Schedule'. Hover over the desired agent, group, location, or team and click the…
What happens after generating a WFM schedule in Zendesk?
After generating a WFM schedule in Zendesk, each agent will have an assigned shift with tasks and general duties. These shifts are highlighted, and a yellow dot appears next to the agent's name, indicating they are unpublished. To make the schedule…
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