Zendesk Workforce management (WFM) automatically tracks a variety of different types of time, including:
- Workstreams
- No Workstreams
- Multiple Workstreams
- General Task Time
- Untracked Time
- Concurrency
- Adherence
- Occupancy
- Attendance
- Locations
- Intraday
- Staffing
- Shrinkage
- Full-Time Equivalent (FTE)
Workstreams — Workstreams are similar to Zendesk channels but allow you to define the exact channels and specific conditions.
No Workstreams — No Workstream refers to the identification of a ticket when it fails to satisfy the conditions set by any workstreams.
Multiple Workstreams — Multiple Workstream refers to the identification of a ticket when it meets the conditions for two or more workstreams simultaneously.
General Task Time — Any time that is tracked on a general task and not a specific ticket. General tasks are created to track an agent's time without them being clocked into a ticket. Common uses for this include administrative work, meetings, and breaks.
Untracked Time — Any time that is not tracked towards either a specific ticket or general task.
Concurrency — This represents a number of chats an agent can work on at the same time. Industry standard is between 1 and 2, depending on the business/market.
Adherence — Adherence is how effectively an agent follows their schedule.
Occupancy — The time agents are actively engaged in handling customer interactions or performing work-related tasks divided by the total working time. A higher occupancy rate indicates that agents are efficiently utilized and using their availability to handle customer interactions.
Attendance — Attendance refers to the total hours agents work within their scheduled time. This includes the time spent handling customer interactions, as well as non-work related tasks such as breaks.
Locations — Locations are the different groups of conditions that a set of shifts may have. In a location you can set your operational hours, the number of maximum hours per week, time zones and all of the details of your shifts.
Intraday — Intraday refers to activities that happens within a single day. This includes the tasks agents are going to perform throughout their day, as well as start and end times.
Staffing — Staffing refers to the process of managing your workforce to ensure that the right number of agents are available to fulfill operational demands.
Shrinkage — Shrinkage is the amount of time that your agents are paid but are not handling interactions. This can be planned, such as meetings and training, or unplanned, such as sick time. Shrinkage is your buffer for these situations.
Full Time Equivalent (FTE) — A unit of measurement that indicates the workload of an employed person.