Setting up teams in Zendesk WFM to manage your roster

What's my plan?

Add-on

Workforce Management (WFM) or Workforce Engagement Management (WEM)

Teams in Zendesk Workforce management (WFM) are a way for you to manage your roster and are part of your organization structure. You can create multiple teams and assign agents and managers to them. Managers of teams are responsible for receiving and responding to agents' time off and shift trades requests, as well as any other requests that might come up.

You must be a WFM admin or in a role with organization structure permission to set up teams.

This article contains the following topics:

• Accessing the Teams page
• Creating teams

Related articles:

• Editing and managing your teams in Zendesk WFM

Accessing the Teams page

You can access the Teams page from Zendesk WFM.

To access the Teams page

1. In Zendesk Workforce management, hover over the admin () icon, then select Organization structure.
2. Click Teams.

   

Creating teams

Agents and managers can belong to multiple teams.

To create a team

1. From the Teams page, click +Add team.
2. Enter a Team name.
3. (Optional) Add a description.
4. Select a Manager from the list of users.

   You can begin typing the name of the person to quickly find them.

5. Click Edit agents assigned to this team.
6. Select the users to add to the team.
   Note: Managers aren't automatically added to the team. They also need to be selected from the list of agents.

   All your users are listed, and you can filter them by group, location, or team. Alternatively, you can also search for specific users.

7. Click Apply, then click Add.