How do I use WFM when my agents manage requests in multiple channels, groups, and teams?

Question

I have agents working on requests that belong to multiple channels, groups, and teams. How do I utilize Zendesk Workforce management (WFM) in this case?

Answer

If agents work across multiple channels, groups, or teams, WFM adapts flexibly depending on the level of detail you need.

If agents handle different types of tickets, set up workstreams for each channel, group or team. This way, the agent activity page will show changes as soon as an agent switches from one ticket type to another giving you real-time and historical data. 

If agents' start their days with ticketing work, Zendesk WFM automatically starts tracking their time and they don't need to clock in.

For more information, see this article: Getting started with Zendesk WFM: Overview.