Understanding Combined Workstreams in Zendesk
How do combined workstreams function in Zendesk multitasking?
Combined workstreams in Zendesk multitasking allow agents to be scheduled across multiple individual workstreams. If an agent is assigned to at least one of the individual workstreams, they can work on the combined workstream. However, changes to past activities won't update adherence calculations to maintain accuracy. This setup helps in managing tasks like chat, voice, and tickets more efficiently.
More related questions
What is the Zendesk multitasking feature in the closed EAP?
The Zendesk multitasking feature is part of a closed early access program (EAP) that allows agents to work across multiple workstreams. This feature is still in development and may change before its general availability release. It enables the…
How are combined workstreams scheduled in Zendesk?
In Zendesk, combined workstreams don't appear in the staffing panels on the schedule page. Instead, the scheduling involves calculating a coefficient based on the full-time equivalent (FTE) of both combined and individual workstreams. This…
What reporting is available for combined workstreams in Zendesk?
Currently, Zendesk does not report on combined workstreams directly. Reports and agent activity logs show time allocated to each specific workstream an agent worked on. Combined workstreams appear on all reports except Forecast vs. Actual, and on…
Can changes to past activities affect adherence in Zendesk multitasking?
No, changes to past activities in Zendesk multitasking do not affect adherence calculations. This is to ensure that adherence in the past remains accurate and isn't wrongly matched. Once adherence is calculated, it remains unchanged even if there…
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