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Admin User Group Feb 2024 Meetup Recap - It's WFM Tyme!



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Michael

Zendesk LuminaryUser Group Leader

Posted Feb 22, 2024

Thanks to everyone who made the time and was able to join our meetup on 2/21! We had a large live audience and I know many of you will watch on the replay. As soon as the recording is made available, it will be on the event page, I will make a post when the video posts.

We made a great use of the time at our Meetup listening to Zendesk's investment in Tymeshift and Klaus. A special thank you to Carlos from Zendesk in breaking it all down for us. It was A LOT of information, but it all boils down to helping make us more efficient and better understanding our operations. I can't wait to see what else comes out at Relate.

We had a ton of questions. I am going to post those I found in the chat, but if we missed yours, feel free to post it below.

Looking forward to seeing everyone at our next meetup! In March, we will discuss how you support your Zendesk domain, some tips and tricks from the group and other fun things. I would also like to to Co-Host the event with YOU! If you would like to help make this the best meetup of the year, please reach out!

Remember to get our next meetups on your calendar now! Signup for all events today!


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3 comments

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Michael

Zendesk LuminaryUser Group Leader

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Brett Bowser

Zendesk Community Manager

Thanks for sharing this Michael!

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Michael

Zendesk LuminaryUser Group Leader

Thanks for all the great questions! I went back and grabbed them from the chat, some might have got answered during the call, but I thought it would be good to have a public reply for everyone to see. If we missed your question or have a new one, add a post to this discussion!

From Sienna Perez

  • We've been a long-time user of Tymeshift and are excited about more integrations with ZD. Are there any plans to move tymeshift reporting into Explore? If so what would the timeline look like? We find the reporting in Tymeshift to be somewhat lacking currently 

From Heather Rommel

  1. We're hoping the status of an agent is more flexible than it was. Example: Agent is suddenly out sick, can someone (besides an admin, maybe a manager?) update their status?
  2. Another question is does WFM only support Push model or can it be used for Pull model as in we TAKE a ticket vs being auto-dished a ticket
  3. Can we trigger off a Tymeshift event such as a shift to alert, say, slack or a paging service?
  4. Can you integrate time off etc with Workday?

From Aaron Doane

  1. One of the things that has skewed our reporting is time tracking not automatically stopping when an agent locks their PC. https://support.zendesk.com/hc/en-us/community/posts/6624673325082-Feature-Request-Stop-Tymeshift-automatic-time-tracking-when-agent-locks-their-PC
  2. Do those APIs go both ways? Could Paycom feed Tymeshift Time Off requests, for example?

From Naomi Greenall

  • Would love to know if we could integrate with Paycom. Currently we use this for time-off, clocking-in/out, etc...If we encourage our employees to use Tymeshift for this would we still have to manually port over requests? This is a big concern and slight deterrent for us.

From Rita Gleason

  • Is there an additional cost if you have Suite?

From Kathleen Taylor

  • The tracking time outside of ZD - does this apply to Light Agents and can this be tracked if an agent works in Kantata and Teams

From @Pablo Torres Sepúlveda

  • Where can I get subscribed to those events?

From @Dana Barr

  • We have 3 separate schedules.1) Static schedule weekly schedule2) A statutory Schedule that we scale down the number of agents 3) Standby schedule where people that are not working that a certain day based on their weekly schedule. We also have a mixture of agents that work 8 hour/5 days a week, weekdays only and 10 hour/4 days (some work weekends). How configurable is Tymeshift in auto scheduling? 
 

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