| Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
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
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