Understanding Zendesk WFM Automations
What are Zendesk WFM automations and how do they work?
Zendesk WFM automations are tools designed to streamline repetitive tasks by managing certain agent activities automatically. They work by performing actions when specific conditions you define are met, similar to other Zendesk automations.
For example, if an agent forgets to clock out, an automation can correct the time recorded. The structure of these automations includes a trigger, tasks, a set duration, and predefined actions. Automations help reduce manual workload, increase efficiency, and ensure accuracy. Learn more about setting up these automations in theoriginal article.
More related questions
How can I join the Zendesk WFM automations Early Access Program?
To join the Zendesk WFM automations Early Access Program (EAP), you need to contact Zendesk support or your account executive. If your account was created on or after October 19, 2023, you'll have immediate access to these automations. The EAP…
What is the structure of a Zendesk WFM automation?
The structure of a Zendesk WFM automation is similar to an 'if' statement, consisting of a trigger, tasks, a set duration, and actions. The trigger is the event that activates the automation, currently set to the Clock in event. Tasks are the…
Can Zendesk WFM automations send emails?
Currently, Zendesk WFM automations cannot send emails as part of their predefined actions. The available actions include clocking out an agent, ending their day, or sending a message to their team manager. However, feedback is encouraged as the…
What should I do if my WFM account was created before October 19, 2023?
If your WFM account was created before October 19, 2023, and you were using Rules, you must delete any existing rules before you can use the new automations. This is necessary to transition smoothly to the updated automation features. By removing…
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