Zendesk WFM product limits

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

This article outlines the maximum product limits that are in place for Zendesk Workforce management (WFM).

This article contains the following topics:

• Limits for WFM monitoring and reporting
• Limits for WFM scheduling
• Limits for WFM administration

Note: This article will continue to be updated, as we may introduce additional limits in the future based on usage.

Limits for WFM monitoring and reporting

The following table shows the maximum limits for Zendesk WFM monitoring and reporting.

Page	Feature	Limits
Dashboard	Maximum number of dashboards	10
	Maximum number of widgets per dashboard	12
Reports	File size	< 15 MB
	UI response timeout	< 15 sec
	Daterange picker future max (the maximum number of days that can be selected in the future)	-1 (we currently don't allow a current day selection)
	Data granularity per time frame selected	1 day or less: data is displayed in 15m or 30m intervals 7 days or less: data is displayed daily and hourly 31 days or less: data is displayed weekly and daily 13 weeks or less: data is displayed weekly, monthly and quarterly Up to 58 weeks (or the equivalent of 13 months): data is displayed monthly and quarterly
Agent Activity	Date picker future max (max number of days displayed in future)	0 (we currently only allow up to the current day selection; it’s not possible to select future dates)
Agent Attendance	Date picker future max (max number of days displayed in future)	0 (we currently only allow up to the current day selection; it’s not possible to select future dates)
Public API	Rate limit (number of requests per second)	100 requests
	Pagination limit per page	100 items

Limits for WFM scheduling

The following table shows the maximum limits for Zendesk WFM scheduling.

Page	Feature	Limits
Agent Schedule Time Off	Maximum number of requested days displayed in advance in the sidebar	30 days
	Maximum number of requested days displayed in the past in the sidebar	30 days
Agent schedule shift trades	Maximum number of requested days displayed in the past in the sidebar	30 days
Agent schedule notes	Maximum number of notes	1 per task
Schedule	Maximum scheduling interval	90 days
	Maximum publishing interval in the past	30 days
	Maximum publishing interval	90 days
	Import schedule CSV file size	25Mb
	Maximum exporting interval	30 days at once
	Maximum bulk add shifts interval	90 days
	Maximum scheduling recurring tasks repeat interval	12 weeks
	Maximum task "Recurrence ends on" interval	90 days
	Minimum task size	5 min

Limits for WFM administration

The following table shows the maximum limits currently in place for Zendesk WFM Administration.

Page	Feature	Limits
Roles and permissions	Number of roles per user	1
Account settings	Block and allow lists maximum number of characters	4B characters
Locations	Location shifts: maximum rotation period (rotation folder)	12 weeks, 90 days
	Location shifts: maximum duration of a task	24 hours
	Location shfits: minimum duration of a task	5 minutes
	Location shifts: maximum number of start time options for automatic shift intraday	10 items
	Location shifts: maximum shift length	24 hours
	Location shifts: minimum shift length	5 minutes
	Location shifts: maximum difference in shifts start time for automatic shifts	±24 hours
	Location shifts: maximum rotation period (automatic shifts)	12 weeks, 90 days
Workstreams	Maximum number of workstreams inside a combined workstream	10
Forecast	Maximum number of visible workstreams on chart	10
	Use Zendesk data => "ignore data prior to" maximum date	2 years
	AHT (Average handle time)	24 hours
	Duration	24 hours
	Concurrency	100
	First response time	48 hours
	Speed of answer	48 hours
	Wait time	48 hours
	Shrinkage	99
	Minimum staffing	1000
	Import historical volume period	Cannot be future dates