| Announced on | Rollout starts |
| December 26, 2024 | December 26, 2024 |
Zendesk Workforce management (WFM) is enhancing general tasks and adherence capabilities by allowing customers to map general tasks to workstreams.
This announcement includes the following topics:
What is changing?
Users can now map general tasks to specific workstreams. Adherence calculation will take that information into consideration so agents will be considered in adherence if they are working on a workstream that is mapped to the general task scheduled for that moment of their shift, and vice versa.
Why is Zendesk making this change?
With this new capability, general tasks are taken into consideration to the adherence calculation, which means that not only tickets will be taken into account but also multitasking activities, which allows flexible and highly accurate adherence calculations.
What do I need to do?
You can map your general tasks to specific workstreams on the General tasks configuration page. To learn more see Setting up WFM general tasks for non-ticketing work.
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.