Zendesk Workforce management (WFM) improves the predictability and efficiency of customer service organizations through its wide range of planning, scheduling and monitoring tools.
This topic contains resources for setting up and using Zendesk WFM.
Zendesk WFM admin guide
- Getting started with Zendesk WFM
- Setting up Zendesk WFM
- Planning staffing with forecast and schedule
- Reporting on workforce performance
Zendesk WFM agent guide
- Accessing agent schedule
- Starting and ending day in the Zendesk WFM app
- Trading shifts with other agents
- Requesting time off
- Using task lock
Zendesk WFM best practices
- Best practices and tips for creating and managing workstreams
- Best practices and tips for tracking agent activity in WFM
- Best practices for forecasting staffing needs
- Best practices and tips for managing schedules
- Best practices for controlling access in WFM