Question
I have agents who work on requests in multiple channels, groups, and teams. How do I use Zendesk Workforce Management (WFM) in this case?
Answer
If your agents work across multiple channels, groups, or teams, WFM adapts based on the level of detail you need.
If your agents handle different types of tickets, set up workstreams for each channel, group, or team. The agent activity page shows changes as soon as an agent switches from one ticket type to another, and it provides real-time and historical data.
If your agents start their day with ticket work, WFM automatically tracks their time, so they don’t need to clock in.
As a WFM admin, you can manage team assignments in bulk from the User management page. Add or remove multiple users from one or more teams at once. This feature helps you organize and adjust team structures efficiently.
You can also apply an Organization filter to segment agent activity to a specific organization of your end users to view agent activity for a specific set of customers.
For more information, see the following articles: