Announced on | Rollout starts |
August 26, 2024 | August 27, 2024 |
Zendesk Workforce Management (WFM) is enhancing the WFM User Management experience. You can now configure the Task lock setting at the team member level. You can also export the team member list to a CSV file.
This announcement includes the following topics:
What is changing?
You could already view specific details about each team member, such as their name, email address, time zone, and status settings from the team member’s WFM profile. You can now also edit their settings for task lock. Task lock allows agents to stay clocked in to a single ticket or task while opening other tickets. This is helpful, for example, when an agent needs to research past tickets while continuing to track the time for a ticket they're working on.
Additionally, admins can now export WFM team member data to a CSV file.
Exporting team member data to a CSV file allows you to use it as a backup file, or to analyze your agents' information more thoroughly to quickly identify settings that have been changed or need to be updated.
Why is Zendesk making this change?
This update aims to enhance the user management experience for WFM admins by providing a more granular setting at the team member level, and the ability to export a file containing the team members list for flexible analysis or as a backup resource.
What do I need to do?
No action is required. To learn more see Accessing and viewing the WFM User management page.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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