Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
Zendesk Workforce management (WFM) automations are designed to streamline repetitive tasks. Automations allow you to manage certain agent activities automatically, such as ending agents' days when they forget to clock out.
Similar to Zendesk automations, WFM automations perform an action when the conditions you define are met. Automations can reduce your manual workload and increase efficiency and accuracy.
This article contains the following sections:
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About WFM automations
Similar to Zendesk automations, WFM automations perform actions when the conditions you define are met. WFM automations are focused on managing agent activity.
Some uses for automations include:
- Correcting the time recorded if agents forget to clock out for the day.
- Moving agents from a task or workstream to a general task or untracked time.
By setting up automations, managers are freed up from performing the repetitive tasks related to correcting agent timesheets.
Structure of a WFM automation
WFM automations have a set structure. You can think of the structure as an if statement. For example:
If an agent is [Clocked in] to [task] for over [20m] then [clock out
agent]
The structure of a WFM automation consists of:
- A trigger, which is the event that determines when the automation activates. Currently, Zendesk WFM automation triggers are set to the Clock in event and can't be changed.
- One or more tasks that the trigger is related to. This can be any of your workstreams or general tasks.
- A set duration, which measures how long the event must occur before the automation activates.
- The actions that the automation will perform. Choose from predefined actions, such as clocking out an agent and ending their day or sending a message to their team manager.
- A list of agents that the automation applies to. Automations can apply to all agents in an account or only specified agents.
How WFM automations work
Like Zendesk automations, WFM automations perform actions when the defined conditions are met. The conditions of a WFM automation consist of the defined trigger, task, and duration time.
When the conditions are met, the defined action is performed for the specified agents.
5 comments
Ahmed Helmy
Can we have the automation to send an email if an rule happened?
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Ivan Miquiabas
Good day! The only options for now is stated on the pre definned action on the article.
Other than that, unfortunately there is none. You can keep the feedback coming, as this is still an EAP and continuously on testing phase, rest assured this will improve moving forward.
Hope that helps!
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Rita Goncalves
Hi Ahmed Helmy,
As an alternative to your question, through the Tymeshift workforce management automations tool users can receive Zendesk notifications whenever the conditions defined in automations are met. This requires creating automations with "send message" as the action to perform. In this Help Center article you can find more information on how to configure it.
Please note that automations is under an Early Access Program, which means that only customers enrolled in this EAP have access to this capability. Thus, if you don't have access to this feature and would like to, I suggest you to enroll in this EAP.
Don't hesitate to reach out if you have any further questions!
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Anna Belan (External)
Hi! It doesn't work. I didn't receive any message even the condition was met. Also, my agent wasn't clock out, although I used the same conditions as described here
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Rita Goncalves
Hi Anna Belan (External). We've just created a ticket to support you with this. You should have receive an email with the details of it. Please add as much information as possible to the ticket to expedite the process. Thanks
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