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Mariana

Joined Oct 23, 2024

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Last activity Dec 12, 2024

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Latest activity by Mariana

Mariana created a post,

Post Feedback - Zendesk WFM

Hi, the system should detect when there are no cases in the queue and change agents status to sometime like “quiet time”, that wouldn't impact their adherence. 

 

We are in a quiet period now and my agents go to untracked, impacting their adherence. It's really hard to differentiate untracked due to no cases and actual untracked. Their adherence is super messed up. 

 

I cannot excluded untracked from the reports as I want to see other instances were they are in fact untracked. But the system should be able to know when there are 0 cases in our queues. Thanks!

Posted Dec 12, 2024 · Mariana

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Mariana commented,

CommentReporting on workforce performance (WFM add-on)

Can I not schedule delivery to management staff who do not use QA but are Zendesk light agents?

View comment · Posted Oct 23, 2024 · Mariana

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Mariana commented,

CommentReporting on workforce performance (WFM add-on)

Can I not schedule delivery to management staff who do not use QA but are Zendesk light agents?

View comment · Posted Oct 23, 2024 · Mariana

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