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Feedback - Zendesk WFM

Share your feedback, ideas and experiences related to the use of the scheduling, forecasting, reporting and everything else related to our workforce management product.

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      Permissions to edit status in live time
      As a team lead, wfm manager, or operations manager, I would like to be able to edit an agent's wfm status live time rath...

      Posted Aug 14, 2024 · Monica

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      Automation notification for team managers
      As a team manager, I would like to receive a notification if one of team members has been out of adherence for a period ...

      Posted Aug 14, 2024 · Monica

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      Agent performance dashboard
      I would like for agents to be able to see their own data in WFM and admins to be able to select to add goals and/or anon...

      Posted Aug 14, 2024 · Monica

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      Scheduled reports should be templates
      I would like to set a scheduled CSV export where the recipient could be a role/custom role, group, or team. There would ...

      Posted Aug 14, 2024 · Monica

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      Team does not sync automatically with the Automations
      I have created a couple of automation to alert supervisors and agents whenever they are clocked as untracked for 10 minu...

      Posted Jul 28, 2024 · MazMaz CHAHINE

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      Increase First Response Time for Forecasting
      We have a large percentage of general question emails that have a SLA of 72 hours. We would like to use the forecast too...

      Posted Jul 22, 2024 · ITSM Admin

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      Tymeshift - introduce different staffing model for long cycle transactions (e.g. e-mails)
      Tymeshift staffing forecast is based on Erlang C model. It effectively determines staffing needs for chats or phones wit...

      Posted May 20, 2024 · Amanda Madison

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      Product Feedback - Time Off Management reloads after every action, making it very slow
      Please give a quick overview of your product feature request or feedback and note who in your org is affected by this is...

      Posted Jun 17, 2024 · Aaron Doane

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      Agent Attendance export button
      Hi Zendesk Team, the report that you are having for agent-attendance is excellent and it is showing us the needed inform...

      Posted Jun 06, 2024 · Francisco Hidalgo

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      Repeatedly getting 500 response
      Zendesk team,    I built a job to extract data from Tymeshift to our BI infra. However, most of the time I request the f...

      Posted May 27, 2024 · Jasper

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