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Sara Costa

Joined Jun 24, 2024

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Last activity Feb 11, 2025

Zendesk Documentation Team

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ACTIVITY OVERVIEW

Latest activity by Sara Costa

Sara Costa created an article,

ArticleUsing Zendesk QA
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)
Note: To establish this connection, a user with admin permissions should follow the steps outlined in this article. For assistance, contact your Zendesk Sales Representative.

If you’re using a call center solution other than Zendesk Talk, you can connect it to Voice QA using Zendesk Talk Partner Edition (TPE). Among others, Zendesk TPE currently offers a pre-built telephony integration with Five9 that plugs directly into Zendesk QA.

This article includes the following topics:

Related article

Installing and connecting Five9

Use this Five9 guide as a reference.

To install and connect Five9 to Voice QA:

  1. Download the Five9 Cloud Contact Center for Support app from the Zendesk App Marketplace.
  2. In the Installation view of the app, make sure to:
  • Use Five9 as the Title. This is currently the only way to detect if the call recording is from Five9.
  • Leave Voice Recordings URL empty, because it introduces an additional voice comment object under a ticket with Amazon S3.
  • Select Enable Create Voice Comment. This creates the comment object processed in Zendesk QA.

Creating the S3 bucket

Use this Five9 guide as a reference. It assumes that an Identity and Access Management (IAM) user is already created, but we suggest creating two completely separate Users as explained in the steps below.

To create the S3 bucket for Five9:

  1. Create the S3 bucket with recommended settings, as per the Five 9 guide reference above. The access to the bucket will be configured with IAM users.
  2. Create a Folder inside the bucket. For example, name it “Recordings”.

In case you have multiple Five9 domains, create a new folder for each domain and name them accordingly.

Creating the IAM User for Five9 access

To create the IAM user for Five9 access:

  1. Create the IAM User by clicking Create user in the AWS Identity and Access Management (IAM) interface.
  2. Use the default options when creating the user. It’s suggested to have the User name or Tags to help identify that this user is used for the Advanced Recording Upload (ARU) feature in the Five9 VCC admin panel.
  3. Open the user by clicking its name and open the Permissions tab. In the Permissions policies section, click the Add permissions dropdown and select Create inline policy. Select the JSON option for the Policy editor. Use this JSON, making sure you replace the “YOUR_S3_BUCKET_NAME” placeholders with the name of the S3 bucket you created:
    {
        "Version": "2012-10-17",
        "Statement": [
            {
                "Sid": "VisualEditor0",
                "Effect": "Allow",
                "Action": [
                    "s3:PutObject",
                    "s3:GetObject",
                    "s3:ListBucket"
                ],
                "Resource": [
                    "arn:aws:s3:::YOUR_S3_BUCKET_NAME",
                    "arn:aws:s3:::YOUR_S3_BUCKET_NAME/*"
                ]
            }
        ]
    }
    
  4. Save the policy with a name that describes that it’s used for the Five9 ARU configuration.
  5. Open the “Security credentials” tab under the same User and in the “Access keys” section click “Create access key”. For the “Use case” you can select “Third-party service” and move to the next step where you add a descriptive tag for it. Move to the next step where you are presented with the “Access key” and “Secret access key”. Make sure you copy the “Secret access key” or “Download .csv file” so that you have it ready for the “ARU setup in the VCC admin panel” step.
  6. Finish creating the access keys.

Creating the IAM User for ZendeskQA access

To create the IAM user for Zendesk QA access:

  1. Create the IAM User by clicking Create user in the AWS Identity and Access Management (IAM) interface.
  2. Use the default options when creating the User. It’s suggested to have the User name or Tags to help identify that this User is used for ZQA access.
  3. Open the User by clicking the name and open the Permissions tab. In the Permissions policies section, click the Add permissions dropdown and select Create inline policy. Select the JSON option for the Policy editor. Use this JSON, making sure you replace the “YOUR_S3_BUCKET_NAME” placeholders with the name of the S3 bucket you created:
    {
        "Version": "2012-10-17",
        "Statement": [
            {
                "Sid": "VisualEditor0",
                "Effect": "Allow",
                "Action": [
                    "s3:GetObject"
                ],
                "Resource": [
                    "arn:aws:s3:::YOUR_S3_BUCKET_NAME",
                    "arn:aws:s3:::YOUR_S3_BUCKET_NAME/*"
                ]
            }
        ]
    }
    
  4. Save the policy with a name that describes that it’s used for ZQA access configuration.
  5. Open the Security credentials tab under the same User and in the Access keys section click Create access key. For the Use case you can select Third-party service and move to the next step where you add a descriptive tag for it. Move to the next step where you are presented with the Access key and Secret access key. Make sure you copy the Secret access key or Download .csv file so that you have it ready for the ARU setup in the VCC admin panel step.
  6. Finish creating the access keys.

ARU setup in the VCC admin panel

To set up the ARU in the VCC admin panel in Five9 use this Five9 guide as a reference under the Adding Upload Destinations - Configuring Amazon S3 Settings subsection and the Adding Upload Rules section.

In case you have multiple Five9 domains make sure you don’t configure ARU to upload the call recordings of different domains into the same S3 folder. Call ID’s are unique within one domain only. In case of multiple domains, create a separate S3 folder for each, as instructed in step 2 of Creating the S3 bucket: section of the Five9 guide linked above.

To configure Destinations:

  1. Enter a descriptive name so later you know which destination to use when configuring the Upload Rules.
  2. Select Amazon S3 as the Protocol.
  3. S3 bucket is the name of your bucket.
  4. The Access key and Secret key fields in the ARU Destination configuration are the ones you got from the previous section: copy the “Secret access key” or Download .csv file - in step 3.d. of the S3 bucket & IAM users configuration section of this document.
  5. You can test the connection with the Test button and check the S3 bucket for an uploaded test file.
  6. Note that the Prefix field has to be the name of the S3 bucket Folder you created in the previous section: step 2. in the S3 bucket & IAM users configuration section of this document.
  7. Time Zone can be left as Default.
  8. Max Connections can be left empty.
  9. Leave Server side encryption unselected.
  10. Leave Rewrite existing files unselected.
  11. Leave Use Windows Naming Conventions unselected.

To configure Upload Rules:

  1. In the Filter section choose Condition Grouping: Any. Click Add and choose Call.call_id as the variable. Select Comparison Type: Is Greater Than. Criteria Value should be 0. This way all the calls will be uploaded into S3.
  2. In the Destinations section click Add. Destination has to be the destination name that you created in step 1. “Enter a descriptive name so that you know later which destination to use when configuring the Upload Rules of the Destinations configuration above. Then select Delivery: Combined Recording - Per Call”.
  3. In the Recording File Name Pattern section select all default rows by dragging over them and then click Remove to delete all rows. Then, click Add and select Type: Call Variable and Value: Call.call_id, click OK. Click Add again and select Type: Constant and enter .wav for the Value field, click OK. Make sure the order of the added lines is correct and the file name pattern makes sense. In the File Name Preview confirm that it shows CallCallId.wav. Click OK to complete adding the destination.
  4. Click OK to finish adding the upload rule.
  5. Click Save in the Advanced Recordings tab.

Zendesk QA payment settings

To allow Zendesk QA to connect to the Amazon S3 bucket holding the call recordings, the following information is needed:

  1. Amazon S3 bucket name.
  2. Region where the S3 bucket is located.
  3. Folder prefix (created in step 2. of the S3 bucket & IAM users configuration section in this document: 2. Create a Folder inside the bucket, for example call it “Recordings”.).
  4. Access key and Secret key of the IAM user created in the Creating the IAM User for ZQA access section above.

It’s highly recommended that the Access and Secret keys are shared with Zendesk QA in a safe way, for example 1Password has a feature for sharing securely using a link. Other similar options might be available from other providers. 

Edited Feb 12, 2025 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk QA
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)
Quick Look: Zendesk QA > Settings
These settings apply only to Zendesk QA customers who have not yet been migrated and are still using the Klaus app for sign-in. If you’re accessing Zendesk QA through the product tray already, see Viewing and updating Zendesk QA account settings.

For assistance with these features, contact your Zendesk Sales Representative.

To access and edit your account settings

  1. In Zendesk QA, click your profile icon in the bottom-left corner.
  2. Click the Settings () icon.
  3. In addition to the options mentioned under Viewing and updating Zendesk QA account settings, you may still be able to access and edit the following settings:
    • General: Choose a name for your company to be listed. You can also delete conversations. Deleting a ticket in Zendesk QA also deletes associated conversation reviews. New and already migrated customers can manage these settings in Zendesk’s Admin Center. See Admin Center settings.
    • Surveys: Zendesk QA embedded surveys allowed customers to leave a rating for an interaction with the support team by clicking on the survey in the email signature. The link leads customers to a landing page where they can leave a comment about the support interaction. New and migrated customers should use Zendesk’s customizable CSAT experience.
    • Authentications: Select the authentication settings for how users sign in to Zendesk QA. New and already migrated customers can manage these settings in Zendesk’s Admin Center. See Giving users different ways to sign into Zendesk.
    • Subscriptions: Admins for accounts not yet migrated may still be able to view their subscription settings here. New and already migrated customers can manage these settings in Zendesk’s Admin Center. See Admin Center settings.

Edited Feb 12, 2025 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk QA

Available on all Suite plans with add-onAvailable on all Support plans with add-on

Quick Look: Zendesk QA > Settings

Your personal settings help you customize your Zendesk QA experience. You can view or update settings such as your week's start day, the number of conversations you aim to review each day, week, or month, and how often you want to receive feedback notifications. Additionally, you can create comment templates to streamline your reviewing, item pinning, and coaching processes.

To view or update your personal settings

  1. In Zendesk QA, click your profile icon in the bottom-left corner.
  2. Click the Settings () icon.

    You can update the following personal settings:

    • General: View or update your week’s start day and how many conversations you aim to review each day, week, or month.
    • Notifications: If your account admin has allowed it, customize your notification settings. Notifications can be sent by email and Slack, depending on your account’s setup.

      You can choose to receive daily, weekly, or monthly reports with statistics about the reviews you have given and received. Additionally, you can specify how often you want to receive notifications and opt to receive reminders at the start of the week if you haven't completed any reviews.

    • Templates: Create personal templates to expedite reviewing, pinning items, and coaching. See Creating and using templates for review in Zendesk QA.

Edited Jan 09, 2025 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk QA
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

Voice QA in Zendesk QA helps you review conversations efficiently without the need to listen to the entire phone call recording. Automatic call summaries and transcripts are organized into messages between the agent and customer, allowing you to improve and accelerate the call QA process.

This article contains the following topics:

Related articles

Accessing and analyzing voice conversations in Zendesk QA

After phone call recordings are imported, you can access them on your Conversations page.

To access phone call conversations

  1. In Zendesk QA, click Conversations in the sidebar.
  2. Select a phone call conversation. Phone calls can be identified by a phone icon () at the top.

To analyze phone call conversations, you can:

  • Play the entire conversation by pressing the play button on the call recording player.

  • Call recordings are separated by speakers, so you can quickly jump into different moments of the conversation.
  • Review the automatically generated call summary that appears below the player. The summary provides a brief overview of the interaction, helping you determine whether the call warrants your review time.
  • Read the full transcript by scrolling down. You can also use the playbar to jump to a specific part of the conversation.
  • Review additional call details on the right side panel of the call. These details are imported from your help desk.

Filtering voice transcripts in Zendesk QA

To help you and your team quickly locate voice call transcripts for review, create a new filter.

To create a new voice calls filter

  1. In Zendesk QA, click Conversations in the sidebar.
  2. Next to Public filters or Private filters, click the plus icon () to create a new filter.
  3. Enter a name for your filter (for example, Voice).
  4. Search for the Conversation channel filter in the search bar and select Voice.

  5. Click Apply filter.
  6. Search for the Transcript filter in the search bar.

  7. Select exists.
  8. Click Apply filter, then click Create filter.

See Filtering Conversations.

Edited Feb 12, 2025 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk QA
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

Voice QA in Zendesk QA helps you review conversations efficiently without having to listen to the entire phone call recording. To analyze phone call recordings, you must first import them into Zendesk QA. To do this, activate Voice QA with Zendesk Talk or Zendesk Talk Partner Edition. The system automatically generates a transcript for each recording, with speakers clearly separated for easier review.

This article contains the following topics:

Related articles

Activating Voice QA with Zendesk Talk

You must turn on Zendesk Talk before you can activate Voice QA in Zendesk QA.

To activate Voice QA with Zendesk Talk

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
  2. On the Settings tab, select the checkbox for Transcribe and summarize call recordings for Zendesk QA.
    Tip: When you select this setting, call transcripts and summaries are sent to Zendesk QA where QA-focused users can review and analyze call interactions in detail. Voice QA evaluates the call transcript and provides a QA score in the same way it does for chat or messaging conversations. If you want your call transcripts and summaries to appear in Support tickets, see Using generative AI to create call summaries and transcripts on tickets.
  3. Under Select lines, select the phone lines for which you want to turn transcription and summarization on. You can turn it on for all lines or specific lines only.
    If you don’t see a phone line appear in the drop-down menu, call recording is not turned on for the line. Only lines that have call recording activated are displayed.
  4. (Optional) If you have the Advanced Data Privacy and Protection add-on, you can configure the following redaction options:
    • Redact personally identifiable information (PII) from transcriptions: Automatically redact PII data, such as names, locations, and Social Security numbers from all call recording transcriptions.
    • Redact payment card industry (PCI) data from transcriptions: Ensure that sensitive credit card information, including credit card number, expiration date, and CVV is redacted from call recording transcriptions.
    Important: PII and PCI data is not redacted from call recording audio files. You need to delete call recording files separately to ensure PII and PCI data is not accessible to Zendesk users using the audio player in tickets.
  5. (Optional) If you want to help the transcription service focus on certain words to improve accuracy, select Boost keywords in transcriptions and enter individual key words (not phrases or strings of numbers) separated by a comma.

    Speech-to-text technology often struggles with jargon, names, and industry-specific terms. By identifying these unique words that are common in your calls, you can improve the transcription accuracy.

  6. Click Save.

There are additional costs involved in recording and transcribing phone calls. See Zendesk Talk number availability and pricing page for more information.

Activating Voice QA with Zendesk Talk Partner Edition

If you’re using a call center solution other than Zendesk Talk, you can connect it to Voice QA with Zendesk Talk Partner Edition.

TPE currently offers four pre-built telephony integrations that plug directly into Zendesk QA:

  • Genesys
  • Amazon Connect
  • Talkdesk
  • Aircall

Alternatively, you can use the Talk Partner Edition API to connect your own integrations.

To turn on one of these integrations for a trial or paid subscription of Zendesk QA, contact your Zendesk Sales Representative.

There are additional costs involved in recording and transcribing phone calls from Zendesk TPEs. See Call transcription charges.

After phone call recordings are imported, you can access them on your Conversations page. See Analyzing phone calls and transcripts in Voice QA.

Edited Feb 12, 2025 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk QA
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)
Quick Look: Zendesk QA > Dashboard > Assignments

The Zendesk QA Assignments dashboard provides an overview of review activity across your workspaces, assignments, and assignment cycles. It helps you compare review performance against established goals for both individual reviewers and groups.

Additionally, the dashboard shows how often assignment conversations are replaced or removed by reviewers across their workspaces, assignments, and assignment cycles.

You can use these insights to optimize the automated workflows of your assignments and ensure that your teams consistently meet quality review targets.

Admins, account managers, and workspace managers can access the Assignments dashboard in Zendesk QA.

This article contains the following topics:

Related articles:

Accessing the Assignments dashboard

The Assignments dashboard lists all workspaces containing at least one assignment.

To access the Assignments dashboard

  1. In Zendesk QA, click the Dashboard icon () in the left sidebar.
  2. From the list of dashboards, select Assignments.

  3. From this dashboard you can:
    • Track the number of assignment reviews made for specific reviewees.
    • Monitor the number of replaced or removed assignment tickets by reviewer.
    • Drill down into specific tickets that were replaced or removed.
    • Track team-level goals and their completion percentages.

Filtering the Assignments dashboard

After accessing the Assignments dashboard, you can filter the data to analyze specific datasets and gain insights into review performance.

To filter the Assignments dashboard

  1. From the Assignments dashboard, use the Workspace drop-down list to select a workspace.
  2. Choose an assigment from the Assignments drop-down list.
  3. From the Assignment cycle drop-down list, choose one or multiple cycles.
  4. Click one of the following cards to analyze its data:

Under Last updated, you can see when the dashboard data was last updated (time is in UTC).

Assignments, assignment cycles, assignment tickets, and assignment reviews are updated at least every 15 minutes. Dashboard data for workspaces and users is updated approximately every 1.5 hours.

Goal completion card

The Goal completion card displays metrics related to the completion of review goals, including:

  • Number of completed reviews
  • Number of targeted reviews (team-level goal)
  • Completion rate by assignment cycle

Goals are applicable only to individual reviewers who are assigned conversations from a shared pool. They do not apply to reviewers who can select conversations from this pool.

Clicking the number displayed under Reviews allows you to drill into goal completion data per conversation. Both the review and conversation IDs are hyperlinked for easy navigation to specific review conversations.

You can also download the data into a CSV file.

Reviewers card

The Reviewers card provides an overview of how many reviews each reviewer completed, whether they were assigned a goal, and their goal completion rate.

If no value is displayed under Goal, it indicates that the reviewer was not assigned a goal.

Reviewees card

The Reviewees card shows how many reviews each agent (or reviewee) completed in each assignment cycle.

Click the number displayed under Reviews to drill down into the data and view the initial reviews and conversations.

Replaced and removed conversations card

The Replaced and Removed conversations card displays how many conversations were replaced or removed from their assigned shared pool by reviewers.

Clicking the number of reviews under Replacements and Removals allows you to drill down into the reasons for each replacement or removal.

Edited Feb 12, 2025 · Sara Costa

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Sara Costa created an article,

ArticleWhat's new in Zendesk

whats_new_banner.jpg

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

Also don't miss:

Admin Center

  • The Contacts page in Admin Center has been improved. We’ve consolidated the settings for account owner and billing admins on a single page, instead of separating them by tabs. Now you can see and manage the account owner and billing admins from a single location. See About the Contacts page

Objects and rules

  • Omnichannel routing can now be configured to automatically open newly-assigned email tickets in a new tab for agents, rather than just notifying them of the assignment by email. See Managing your omnichannel routing configuration.
  • Omnichannel routing now support re-assigning email and messaging tickets through custom queues. When this option isn't selected, all re-assignments go through the standard queue and are deprioritized in favor of work assigned through custom queues. See Managing your omnichannel routing configuration.

  • Omnichannel routing now supports round robin assignment rather than always basing assignment on an agent's highest spare capacity. Regardless of the assignment method you select, agents still must have an eligible status and spare capacity for the channel. See Using round robin routing for email, messaging conversations, and call tickets.

Accounts and billing

  • Zendesk has new add-ons for workforce engagement management (WEM). In addition to Zendesk Workforce management (WFM), you can now buy Zendesk QA directly from the Subscription page in your account. Eligible customers can now buy: the WFM add-on, the Zendesk QA add-on, or a discounted WEM bundle that includes both add-ons. See Buying Zendesk workforce engagement management add-ons.

Security

Support

  • Redaction suggestions automatically highlights certain types of personally identifiable information (PII) within a ticket for agents with appropriate permissions. Agents can then click the highlighted PII and quickly redact it. This helps keep confidential information out of Zendesk. See Automatically detecting sensitive information for redaction.
  • Merging suggestions identify other tickets that could potentially be merged with the current ticket the agent is handling. This helps reduce duplicated effort and enhances communication with customers, leading to increased agent productivity and higher customer satisfaction. See Merging related tickets based on suggestions.
  • Intent coverage has been expanded to include the education industry, aiming to meet the needs of managing information about education courses, examinations, admissions, scholarships, and student life. These intents can be used with intelligent triage and AI agents, offering automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more. See Automatically detecting customer intent, language, and sentiment.
  • Tickets created through Zendesk Chat and Talk SMS are now available on Agent Home. In addition, side conversation child tickets are better supported. See Using Agent Home to manage your work efficiently

  • You can now categorize your shared and personal views. Categorizing views creates a folder structure in Zendesk Support so that you can more easily navigate your views list. See Categorizing your views.
  • Agents and admins can now save their commonly used searches in Zendesk Support. Saving a search stores the keyword, filter, and sorting parameters. When you access your saved searches, you can run the search by clicking the saved search’s name. See Saving Zendesk Support searches.
  • Admins can modify closed tickets by editing the Tags, Subject, and Priority ticket fields. Modifying closed tickets gives you more flexibility to correct mistakes, add context to historical tickets, and ensure that your reports and data audits are accurate. See Modifying closed tickets.

Messaging and bots

  • Agents can end messaging conversations with end users if they feel no further interaction is needed to solve the ticket. This allows agents to focus on wrapping up the ticket without interruption from end users, and end users can begin new conversations to address other issues. See Allowing agents to end messaging sessions.

  • You can share estimated wait times with customers in messaging conversations. Admins can use new trigger conditions to inform customers how long they can expect to wait for an agent based on their position in the ticket queue, and to send a message when the conversation is assigned. See Displaying estimated wait time in messaging conversations.

Guide

  • The new customizable CSAT experience lets you configure a CSAT survey that is shared across both ticketing (web form, email, and API) and messaging channels (social messaging and web/mobile messaging). 

    You can use the new experience to:

    • Edit survey question headlines
    • Select a CSAT rating scale range with either 1-2, 1-3, or 1-5 scale increments
    • Select the rating type (numerical, emoji, or custom text) for CSAT questions
    • Remove drop-down and open-ended questions from your CSAT surveys

    See Using the customizable CSAT experience.

Explore

Zendesk QA

  • Updated UX and branding and Zendesk product tray integration. New Zendesk QA customers can access Zendesk QA directly from the product tray. Automated provisioning simplifies the onboarding process, eliminating the need for marketplace app installations. See Switching among Zendesk products.
  • Comprehensive localization support. Zendesk QA is now fully compatible with all Zendesk-supported languages, ensuring a global and inclusive experience. See Zendesk product support by language.
  • Expanded bot recognition. Admins and account managers can now manually mark bots from the user list, allowing more bots to be included and reviewed within the QA tool. See Manually identifying AI agents.

Zendesk WFM

  • Export agent attendance activity. The Agent attendance page now displays an Export CSV button. The exported file reports on agents' attendance indicators for a selected day, including detailed clock-in/punch-in and clock-out/punch-out timestamps for agents. See About the Agent attendance page.

New and notable

Edited Oct 01, 2024 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk QA
Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

Besides Zendesk QA’s automatically detected AI agents: conversation bots, Ultimate messaging bots, and bots created with Sunshine Conversations, you can also manually mark other users as AI agents, so they can be reviewed using the correct resources. See Evaluating the performance of AI agents using Zendesk QA.

Admins and account managers can mark users as bots.

Marking users as bots

  1. In Zendesk QA, click your profile icon in the bottom-left corner.
  2. Select Users, bots, and workspaces.
  3. Select Users.

    Your list of users is displayed.

  4. Click the options menu icon () next to the user.

  5. Select Mark as bot.

Your marked user-bot is now listed in the Bots section.

If you accidentally set a real user as a bot, they won’t be able to log in anymore. However, you can revert this action by selecting Mark as user. No data will be lost.

You can exclude bots from reviews by selecting Yes or No using the checkbox in the Reviewable column. This can be useful when you don’t have enough context to review a bot.

Non-reviewable bots are also not displayed in filters. See Filtering Conversations.

Edited Feb 12, 2025 · Sara Costa

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Sara Costa commented,

CommentAnnouncements

New EAP for Zendesk WFM:

Forecast vs Actual EAP

The Forecast vs Actual EAP unveils a dynamic new reporting feature, offering users the ability to directly compare forecasted data with actual performance metrics within their operations. This reporting page is tailored to enhance decision-making and operational analysis by providing insights into Inbound Volume, Staffing, Average Handle Time, and Service Levels.

Learn more About the forecast vs actual report (EAP).

View comment · Posted Aug 30, 2024 · Sara Costa

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Sara Costa created an article,

ArticleUsing Zendesk WFM
Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM)

This article outlines the maximum product limits that are in place for Zendesk Workforce management (WFM).

This article contains the following topics:

Note: This article will continue to be updated, as we may introduce additional limits in the future based on usage.

Limits for WFM monitoring and reporting

The following table shows the maximum limits for Zendesk WFM monitoring and reporting.

Page Feature Limits
Dashboard Maximum number of dashboards 10
Maximum number of widgets per dashboard 12
Reports File size < 15 MB
UI response timeout < 15 sec

Daterange picker future max

(the maximum number of days that can be selected in the future)

-1 (we currently don't allow a current day selection)
Data granularity per time frame selected
  • 1 day or less: data is displayed in 15m or 30m intervals
  • 7 days or less: data is displayed daily and hourly
  • 31 days or less: data is displayed weekly and daily
  • 13 weeks or less: data is displayed weekly, monthly and quarterly
  • Up to 58 weeks (or the equivalent of 13 months): data is displayed monthly and quarterly
Agent Activity Date picker future max (max number of days displayed in future) 0 (we currently only allow up to the current day selection; it’s not possible to select future dates)
Agent Attendance Date picker future max (max number of days displayed in future) 0 (we currently only allow up to the current day selection; it’s not possible to select future dates)
Public API Rate limit (number of requests per second) 100 requests
Pagination limit per page 100 items

Limits for WFM scheduling

The following table shows the maximum limits for Zendesk WFM scheduling.

Page Feature Limits
Agent Schedule Time Off Maximum number of requested days displayed in advance in the sidebar 30 days
Maximum number of requested days displayed in the past in the sidebar 30 days
Agent schedule shift trades Maximum number of requested days displayed in the past in the sidebar 30 days
Agent schedule notes Maximum number of notes 1 per task
Schedule Maximum scheduling interval 90 days
Maximum publishing interval in the past 30 days
Maximum publishing interval 90 days
Import schedule CSV file size 25Mb
Maximum exporting interval 30 days at once
Maximum bulk add shifts interval 90 days
Maximum scheduling recurring tasks repeat interval 12 weeks
Maximum task "Recurrence ends on" interval 90 days
Minimum task size 5 min

Limits for WFM administration

The following table shows the maximum limits currently in place for Zendesk WFM Administration.

Page Feature Limits
Roles and permissions Number of roles per user 1
Account settings Block and allow lists maximum number of characters 4B characters
Locations Location shifts: maximum rotation period (rotation folder) 12 weeks, 90 days
Location shifts: maximum duration of a task 24 hours
Location shfits: minimum duration of a task 5 minutes
Location shifts: maximum number of start time options for automatic shift intraday 10 items
Location shifts: maximum shift length 24 hours
Location shifts: minimum shift length 5 minutes
Location shifts: maximum difference in shifts start time for automatic shifts ±24 hours
Location shifts: maximum rotation period (automatic shifts) 12 weeks, 90 days
Workstreams Maximum number of workstreams inside a combined workstream 10
Forecast Maximum number of visible workstreams on chart 10
Use Zendesk data => "ignore data prior to" maximum date 2 years
AHT (Average handle time) 24 hours
Duration 24 hours
Concurrency 100
First response time 48 hours
Speed of answer 48 hours
Wait time 48 hours
Shrinkage 99
Minimum staffing 1000
Import historical volume period Cannot be future dates

Edited Feb 12, 2025 · Sara Costa

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