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Diana Lopes
Joined Mar 14, 2024
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Last activity Jan 31, 2025
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Latest activity by Diana Lopes
Diana Lopes created a post,
WFM forecast uses a single AHT (Average Handle Time) value applied to FTE calculations for all intervals in the day. However, AHT fluctuates with some pattern throughout the day, and for more precise FTE calculation, we have to account for those.
With AHT forecast we enable our customers to either use their Zendesk data or import their own historical AHT into WFM Forecast, allowing for a more precise forecasting of FTE values. The static value that is offered now will continue to be an option, so if it is working for you, you can keep using it.
More information can be found here.
Closed Beta Limitations:
To access the Closed Beta, the product team will need to have a brief explanation of your use case to assess if enablement is beneficial and applicable. For that, please provide the application through this form.
Forecasting
AHT forecasting will be available only from the time of Zendesk WFM (previously Tymeshift) installation.
Related to the chosen algorithm, it is important to mention the algorithm selection is automatic. However, when changing the algorithm used for inbound volume forecast, the AHT forecast will also be updated using the new algorithm selected.
Forecasted AHT is not possible to be manually adjusted. If values do not match the expected, the options are to regenerate or switch back to the static value option.
Posted May 09, 2024 · Diana Lopes
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Diana Lopes created a post,
Getting Started: For those eager to integrate this new capability into their workflow, please note that the Closed Beta for the AHT Forecasting is currently open for registration. Joining the Closed Beta will allow you to pioneer this feature and shape its development.
To access the program, the product team will need to have a brief explanation of your use case to assess if enablement is beneficial and applicable. For that, please provide the application through this Closed Beta form.
Posted May 09, 2024 · Diana Lopes
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Diana Lopes created a post,
The Zendesk Workforce management (WFM) forecast uses a single Average Handle Time (AHT) value applied to Full-Time Equivalent (FTE) calculations for all intervals in the day.
However, AHT fluctuates throughout the day. You can select from different AHT forecast settings to account for those fluctuations and generate a more precise FTE calculation.
Selecting AHT forecast settings
With AHT forecast settings you can use either your Zendesk data or import your own historical AHT into your forecast. This allows for a more precise forecast of FTE values.
Note that you can continue to use the default, static value.
To select the forecast AHT settings
- In the Zendesk WFM web app, click the forecast icon (
) in the navigation bar.
- Select a workstream in the left panel.
- Click the Staffing parameters menu in the right panel.
- Above the AHT value, click the AHT Settings menu.
- Select either Use static value, Import your own AHT, or Use Zendesk data.
Note: The static value is used by default. - Depending on your selection, see one of the following sections:
- Forecasting AHT based on imported data
- Forecasting AHT based on WFM’s collected historical data
Forecasting AHT based on imported data
When you select Import your own AHT, you’ll import a CSV file with your own historical AHT.
For the best results, it’s recommended that your import consists of two years of data. Depending on the amount of data you’ve imported, the forecast is generated with different proportions of forecast and fauxcast in it. Usually, it's half of the real data and the rest is fauxcasted.
To import your own AHT
- In the Import AHT dialog, upload a CSV file.
To learn more about importing values, see Importing historical volume for WFM forecasts. - Click Apply to forecast.
After your data is imported successfully, the label next to the AHT field displays Forecasted.
Note: The AHT value appears dimmed and displays the last value saved before the import. This happens because a different AHT value is used for each interval.
When you hover over the selected workstream, it’s noted that the AHT is imported.
Forecasting AHT based on WFM’s collected historical data
When you select Use Zendesk Data, click Apply to forecast. This applies the saved Zendesk values to the forecast.
If you previously imported values, they’re deleted. After your Zendesk data is applied to the forecast successfully, the label next to the AHT field displays Forecasted and the AHT value appears dimmed.
Posted May 09, 2024 · Diana Lopes
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Diana Lopes created a post,
Join Our Community Forum for WFM Creating Combined Workstreams EAP Feedback
We’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new WFM Creating Combined Workstreams Early Access Program (EAP), we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together.
How to Provide Impactful Feedback
Your input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below.
Make your feedback impactful by considering these steps:
- If something about the WFM Creating Combined Workstreams doesn't sit right with you or you see room for enhancement, take a note. Reflect a little before sharing.
- Aim for clarity in your feedback. Explain what you like or dislike and how things might be fine-tuned.
- Patience is appreciated as we respond to queries and comments.
- Civility is our cornerstone—avoid sarcasm, disrespect, and offensive language. We're here to ensure discussions stay respectful.
Our goal is to make this forum the ideal place for all customers to share and discuss feedback specifically on the WFM Creating Combined Workstreams EAP. We’re looking for a mix of formal insight and casual exchange to create a welcoming and productive environment.
Posted Mar 14, 2024 · Diana Lopes
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Diana Lopes created a post,
Getting Started: For those eager to integrate this new capability into their workflow, please note that the EAP for the Creating Combined Workstreams is currently open for registration. Joining the EAP will allow you to pioneer this feature and shape its development.
Sign up here!
Edited Mar 15, 2024 · Diana Lopes
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Diana Lopes created a post,
Combined Workstreams allow to schedule and plan for agents that can handle multiple queues at once.
Using this feature allows agents to be schedule to multiple workstreams and, at the same time, have adherence properly tracked regardless of which workstream they are working in.
EAP Limitations:
Schedule
Combined workstreams do not show up in the staffing (bottom) panels of the schedule page. Instead the calculation at the bottom of the schedule is as follows: For each interval, we take the FTE of a combined workstream and the FTE of individual workstreams and calculate the coefficient. After that, we take the scheduled number for multitasking, and apply the coefficient to get the scheduled number for individual workstreams.
Reporting
We do not report on combined workstreams. On reports and agent activity you will see time allocated to each specific workstream that agent actually worked on. The combined workstream in this case is used to properly define the adherence.
Combined workstreams will show on all reports except Forecast vs. Actual.
On Dashboards we will only show them on the Happening Now widgets. They are expected to be added to other widgets at a later time.
The combined WS will be showing but no metrics will be calculated at this time to consider the weighted adherence, occupancy, or whatever it might be, meaning, we are showing we are not reporting based on the multiple WS.
Edited Apr 05, 2024 · Diana Lopes
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Diana Lopes created a post,
Join Our Community Forum for WFM Prioritising Workstreams EAP Feedback
We’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new WFM Reports API Early Access Program (EAP), we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together.
How to Provide Impactful Feedback
Your input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below.
Make your feedback impactful by considering these steps:
- If something about the WFM Prioritising Workstreams doesn't sit right with you or you see room for enhancement, take a note. Reflect a little before sharing.
- Aim for clarity in your feedback. Explain what you like or dislike and how things might be fine-tuned.
- Patience is appreciated as we respond to queries and comments.
- Civility is our cornerstone—avoid sarcasm, disrespect, and offensive language. We're here to ensure discussions stay respectful.
Our goal is to make this forum the ideal place for all customers to share and discuss feedback specifically on the WFM Prioritising Workstreams EAP. We’re looking for a mix of formal insight and casual exchange to create a welcoming and productive environment.
Posted Mar 14, 2024 · Diana Lopes
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Diana Lopes created a post,
Getting Started: For those eager to integrate this new capability into their workflow, please note that the EAP for the Prioritising Workstreams is currently open for registration. Joining the EAP will allow you to pioneer this feature and shape its development.
Sign up here!
Edited Mar 15, 2024 · Diana Lopes
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Diana Lopes created a post,
You can prioritise your workstreams from highest to lowest. The highest priority workstreams are scheduled first until their forecasted demand is covered. Your other workstreams are then scheduled in sequence based on their priority level.
Prioritise workstreams whose channels or nature of work are most important to your business. For example, you may want to prioritise your Voice workstream first since phone calls can't wait like emails. By prioritising your Voice workstream, you can ensure that you have enough staff scheduled to handle your Voice channel. Your other workstreams, such as email, are then scheduled next in order of priority.
Edited Mar 14, 2024 · Diana Lopes
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