Understanding Adherence in Zendesk Workforce Management
What does adherence mean in Zendesk WFM?
Adherence in Zendesk Workforce Management refers to how effectively an agent follows their schedule. It is a measure of whether agents are working during their scheduled times and performing the tasks they are supposed to. High adherence indicates that agents are reliable and consistent in their work patterns, which is crucial for maintaining service levels.
More related questions
What are workstreams in Zendesk Workforce Management?
Workstreams in Zendesk Workforce Management are similar to Zendesk channels but allow you to define the exact channels and specific conditions. This means you can customize how tickets are categorized and managed based on your unique business…
How does Zendesk WFM handle tickets with no workstreams?
In Zendesk Workforce Management, a ticket with no workstream is identified when it fails to satisfy the conditions set by any workstreams. This means that the ticket does not meet the criteria for any predefined workstream, allowing you to identify…
What is general task time in Zendesk WFM?
General task time in Zendesk Workforce Management refers to any time tracked on a general task rather than a specific ticket. This is useful for tracking an agent's time spent on activities like administrative work, meetings, and breaks, without…
What does untracked time mean in Zendesk WFM?
Untracked time in Zendesk Workforce Management refers to any time that is not tracked towards either a specific ticket or a general task. This can include time when agents are not engaged in any work-related activities or when the system fails to…
How is concurrency defined in Zendesk WFM?
Concurrency in Zendesk Workforce Management represents the number of chats an agent can work on simultaneously. The industry standard for concurrency is typically between 1 and 2, depending on the business or market. Managing concurrency…
How is occupancy calculated in Zendesk WFM?
Occupancy in Zendesk Workforce Management is calculated by dividing the time agents are actively engaged in handling customer interactions or performing work-related tasks by the total working time. A higher occupancy rate indicates that agents are…
What is the role of attendance in Zendesk WFM?
Attendance in Zendesk Workforce Management refers to the total hours agents work within their scheduled time. This includes time spent on customer interactions and non-work-related tasks like breaks. Monitoring attendance helps ensure that agents…
What are locations in Zendesk WFM?
Locations in Zendesk Workforce Management are groups of conditions that a set of shifts may have. In a location, you can set operational hours, maximum hours per week, time zones, and all the details of your shifts. This helps in organizing and…
What does intraday mean in Zendesk WFM?
Intraday in Zendesk Workforce Management refers to activities that happen within a single day. This includes the tasks agents are going to perform throughout their day, as well as their start and end times. Intraday management is crucial for…
How is staffing managed in Zendesk WFM?
Staffing in Zendesk Workforce Management refers to the process of managing your workforce to ensure that the right number of agents are available to fulfill operational demands. Effective staffing ensures that customer service levels are maintained…
What is shrinkage in Zendesk WFM?
Shrinkage in Zendesk Workforce Management is the amount of time that your agents are paid but are not handling interactions. This can be planned, such as meetings and training, or unplanned, such as sick time. Shrinkage acts as a buffer for these…
What does Full-Time Equivalent (FTE) mean in Zendesk WFM?
Full-Time Equivalent (FTE) in Zendesk Workforce Management is a unit of measurement that indicates the workload of an employed person. It helps in understanding the total amount of work being done by part-time and full-time employees, providing a…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
