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Eugene Cheok

Joined Dec 14, 2023

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Last activity Feb 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Eugene Cheok

Eugene Cheok commented,

CommentSetting up workforce management (WFM add-on)
Hi Jorge,
 
You are most welcome! Thank you for letting me know, I am glad you are able to delete the General Tasks now. 

View comment · Posted Feb 16, 2024 · Eugene Cheok

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Eugene Cheok commented,

CommentSetting up workforce management (WFM add-on)
Hi Jorge, 
 
Thank you for sharing that information. To troubleshoot this further, I will go ahead and create a ticket on your behalf so we can continue this conversation there. 

View comment · Posted Feb 15, 2024 · Eugene Cheok

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Eugene Cheok commented,

CommentSetting up workforce management (WFM add-on)
Hi Jorge, 
 
To delete a general task, all you need to do is hover over the general task you would like to delete and then on the right side of the page, you will see a red bin icon. Clicking that will ask you to confirm and once you confirm, the general task will be deleted. 

View comment · Posted Feb 08, 2024 · Eugene Cheok

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Eugene Cheok commented,

CommentReporting on workforce performance (WFM add-on)
Hi Andy,
 
The metric and documentation you are seeing is for a legacy reporting feature that is no longer available on the new Reports. With the current Report feature though, I would recommend taking a look at Bounced Points. Bounced Points would be a good replacement for the Unassigned Unattended point as it will show you the tickets that agents spent time on but no action was taken. This is similar to the Unassigned Unattended point and the only difference would be it ignores if the tickets are assigned to a user or not. 
 
I hope this helps!

View comment · Posted Dec 19, 2023 · Eugene Cheok

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Eugene Cheok created an article,

ArticleHelp with user management

Question

Is it possible to opt for a pool of licenses?

Answer

Yes, you can opt for a pool of licenses, which requires a minimum of 5,000 licenses per year. The price of each license is based on annual pricing. You will receive a notification once you use 80% of your pool.

As an example, after purchasing a pool of 5,000 licenses, every month, Zendesk draws the number of licenses used. In January, your team could use 300 seats leaving 4,700 seats free. In February, your team could use 100 seats, with 4,600 seats left. In March, your team headcount could increase, and you would use 1,000 seats. You would have 3,600 seats left until using the pool up. 

To choose this option, contact Zendesk Customer Support.

For more information, see this article: Zendesk WFM: Pricing.

Edited Apr 16, 2024 · Eugene Cheok

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Eugene Cheok created an article,

ArticleHelp with user management

Question

Can I switch from an annual subscription to a monthly one?

Answer

Monthly plans in Zendesk WFM aren't available. For more information, see this page: Pricing.

Edited Apr 16, 2024 · Eugene Cheok

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Eugene Cheok created an article,

ArticleHelp with user management

Question

Do I need to buy licenses for users who only need reporting access?

Answer

Yes, anyone who will be accessing Zendesk WFM needs a license. It doesn’t matter which features they will use.

Edited Apr 16, 2024 · Eugene Cheok

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Eugene Cheok created an article,

ArticleHelp with user management

Question

Does Zendesk WFM charge for all of my Zendesk users?

Answer

No, Zendesk WFM doesn't charge for all of your Zendesk users. You pay for the active users on your Zendesk WFM account. The count of active users is updated once a week.

All of your Zendesk users are automatically imported into Zendesk WFM during the installation process. If you add more Zendesk users in the future, they'll automatically sync with your Zendesk WFM agent list every 12 hours.

You can deactivate agents who won’t need Zendesk WFM or restrict Zendesk WFM to certain users. That way, only the agents who need to use Zendesk WFM will be able to access it.

Edited Apr 16, 2024 · Eugene Cheok

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Eugene Cheok created an article,

ArticleHelp with user management

Question

How is schedule adherence calculated with the new automated schedule?

Answer

Schedule adherence is met if the agent is working on a ticket that meets the conditions set in workstream that the agent is scheduled to work for.

Note: If you adjust your team's past schedule/activities or add a Time Off, the adherence may take up to one hour to display the updates throughout the platform.

Edited Feb 07, 2025 · Eugene Cheok

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Eugene Cheok created an article,

ArticleHelp with user management

Question

How are intraday tasks assigned to agents?

Answer

Intraday is automatically generated based on the users assigned to a specific workstream. These users are deemed as capable of doing the work that is defined by workstream parameters.

Edited Sep 05, 2024 · Eugene Cheok

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