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Rita Goncalves
Joined Feb 29, 2024
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Last activity Dec 26, 2024
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Latest activity by Rita Goncalves
Rita Goncalves created an article,
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.
Edited Dec 26, 2024 · Rita Goncalves
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Rita Goncalves commented,
Thank you for your feedback DesireeRichardson. As we plan for the work ahead there are some initiatives in our roadmap that may help solving the use case shared. Please look for more WFM releases and check out/follow our Community events, What’s New Community Topic, and Zendesk Updates.
View comment · Posted Dec 06, 2024 · Rita Goncalves
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Rita Goncalves commented,
Hi Aaron Doane! Thanks for sharing this useful feedback. The current feature behavior is tied to the fact that the Zendesk WFM licensing model is wall-to-wall, which means that all users of the account are taken into consideration from a licensing perspective. Thus, new created users in Zendesk are also automatically added to allow list to follow that logic.
We are aware that there are some use cases where certain users should be prevented from using Zendesk WFM. For that, you can remove them from the allow list or add them to the block list.
We are continuously listening our customers and analyzing possible solutions to improve the user experience so we are also taking this feedback into consideration in the ongoing conversations. Thanks!
View comment · Posted Sep 24, 2024 · Rita Goncalves
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Rita Goncalves commented,
Hi Fred Thomas! Apologies for the delayed response. Is the issue you mentioned already solved? We kindly ask you to open a support request if you continue facing that issue. Thanks!
View comment · Posted Sep 13, 2024 · Rita Goncalves
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Rita Goncalves commented,
Hi Anna Belan (External). We've just created a ticket to support you with this. You should have receive an email with the details of it. Please add as much information as possible to the ticket to expedite the process. Thanks
View comment · Posted Aug 29, 2024 · Rita Goncalves
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Rita Goncalves created an article,
Announced on | Rollout starts |
August 26, 2024 | August 27, 2024 |
Zendesk Workforce Management (WFM) is enhancing the WFM User Management experience. You can now configure the Task lock setting at the team member level. You can also export the team member list to a CSV file.
This announcement includes the following topics:
What is changing?
You could already view specific details about each team member, such as their name, email address, time zone, and status settings from the team member’s WFM profile. You can now also edit their settings for task lock. Task lock allows agents to stay clocked in to a single ticket or task while opening other tickets. This is helpful, for example, when an agent needs to research past tickets while continuing to track the time for a ticket they're working on.
Additionally, admins can now export WFM team member data to a CSV file.
Exporting team member data to a CSV file allows you to use it as a backup file, or to analyze your agents' information more thoroughly to quickly identify settings that have been changed or need to be updated.
Why is Zendesk making this change?
This update aims to enhance the user management experience for WFM admins by providing a more granular setting at the team member level, and the ability to export a file containing the team members list for flexible analysis or as a backup resource.
What do I need to do?
No action is required. To learn more see Accessing and viewing the WFM User management page.
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.
Edited Aug 26, 2024 · Rita Goncalves
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Rita Goncalves created an article,
Announced on | Rollout on |
July 15, 2024 | July 15, 2024 |
Zendesk Workforce management (WFM) is enhancing user management by adding filtering to the User management page, as well as sorting and filtering options for the team members and status columns. Additionally, WFM admins now have a centralized view of each team member's details through their WFM profile page.
This announcement includes the following topics:
What is changing?
WFM admins can now filter table results by role, Zendesk default group, team, workstream, location, shift, and status. You can also sort the table results by team member name or status, in both ascending and descending order.
Additionally, WFM admins can now access a team member’s profile page by clicking the admin menu icon () in Zendesk WFM, selecting User management, and clicking a team member’s name.
A team member’s profile page centralizes details such as name, email, status, and time zone.
Why is Zendesk making this change?
This update provides WFM admins with an improved user management experience, making it quicker and easier to access necessary information. It simplifies interacting with the table, getting results, or having a detailed overview of team members.
What do I need to do?
No action is required. To learn more, see Accessing and viewing the WFM User management page.
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.
Edited Jul 15, 2024 · Rita Goncalves
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Rita Goncalves commented,
Hi Maggie! Currently, the Google Calendar integration only syncs events from Tymeshift to Google Calendar (one-way sync). Thus, since we don't import Google Calendar's events to the Tymeshift schedule, it's not impacted by them.
Don't hesitate to reach out if you have any further questions!
View comment · Posted Mar 26, 2024 · Rita Goncalves
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Rita Goncalves commented,
Hi Ahmed Helmy,
As an alternative to your question, through the Tymeshift workforce management automations tool users can receive Zendesk notifications whenever the conditions defined in automations are met. This requires creating automations with "send message" as the action to perform. In this Help Center article you can find more information on how to configure it.
Please note that automations is under an Early Access Program, which means that only customers enrolled in this EAP have access to this capability. Thus, if you don't have access to this feature and would like to, I suggest you to enroll in this EAP.
Don't hesitate to reach out if you have any further questions!
View comment · Posted Mar 15, 2024 · Rita Goncalves
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