Maksym Shynkarenko

Hello Nicola Sale , 

Appreciate the feedback. How would you choose to spread the staffed numbers across the individual workstreams (WS) when scheduling for a combined one? 
In the example you mentioned there are 5 WS, I assume those are making up the combined WS that you actually put on the schedule. I see you prefer having the staffing panel at the schedule page display a total of 5 people scheduled, that is clear. Yet, there are various options to split everyone across the workstreams:

1. Equally across the WS they are assigned to (e.g. if a person can do all 5 workstreams they are gonna be represented as 0.2 scheduled for each).
2. User defined proportion. E.g. You can set that when scheduled for this combined WS, 20% of time should be accounted towards WS A, 10% towards WS B… 

Another question. Let's imaging you have a phone line open all day for legal reasons. In reality, the phone rings only couple times a day. You still have to have 1 person at least available to pick it up, but they ultimately are gonna be doing something else for an entire day, like emails. In this case how would you distribute people for a Emails+Phone Combined WS? What should the numbers be in the staffing panel at the schedule page for Emails WS and for Phone WS?

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This EAP lets admins define rotation periods for automatic shifts. By defining rotation periods, agents' shift start times are automatically rotated based on the time period you defined, which frees managers from having to decide a specific order in which to rotate shifts.

Learn more about the automatic shifts rotation period EAP.

Zendesk Workforce Management (WFM) verbessert die Planungsumgebung, indem es Ihnen ermöglicht, mehrere Schichten im Zeitplan gleichzeitig zu verschieben.

Diese Ankündigung enthält folgende Themen:

• Was ändert sich?
• Warum nimmt Zendesk diese Änderung vor?
• Was muss ich tun?

Was ändert sich?

Sie können jetzt die Anfangs- oder Endzeiten mehrerer Schichten in einer einzigen Aktion ändern. Dabei können Sie Schichten auch dahin gehend anpassen, dass sie eine Stunde später oder auch an einem anderen Tag beginnen.

Ein Hauptmerkmal dieser Funktion ist die Möglichkeit, sehr spezifische Angaben festzulegen, etwa alle Schichten so einzurichten, dass sie gleichzeitig beginnen, und relative Anpassungen vorzunehmen, beispielsweise alle Schichten um 30 Minuten zu verschieben, wobei die Unterschiede in den aktuellen Anfangszeiten weiterhin berücksichtigt werden.

Warum nimmt Zendesk diese Änderung vor?

Änderungen an den Zeitplänen sind unvermeidlich, und wir tun alles, um diese Anpassungen so einfach wie möglich zu machen.

Was muss ich tun?

Es ist keine besondere Aktion erforderlich. Die neue Option erscheint im Modalfenster für die Massenbearbeitung von Schichten. Hier erfahren Sie mehr über das gleichzeitige Ändern der Anfangs- und Endzeit von Schichten.

Weitere Informationen finden Sie auch in Erste Schritte mit Workforce Management.

Hello Lauren Benkov .  Thanks for your interest! The EAP of our API does not include Scheduling endpoints right now. We've only started building public part of API, the first area to get covered was chosen to be Reporting.  Scheduling endpoints are definitely coming down the road, but no specific quarter is currently assigned. We'll try to fit it into our Q4 scope.