Maksym Shynkarenko

Hello Nicola Sale , 

Appreciate the feedback. How would you choose to spread the staffed numbers across the individual workstreams (WS) when scheduling for a combined one? 
In the example you mentioned there are 5 WS, I assume those are making up the combined WS that you actually put on the schedule. I see you prefer having the staffing panel at the schedule page display a total of 5 people scheduled, that is clear. Yet, there are various options to split everyone across the workstreams:

1. Equally across the WS they are assigned to (e.g. if a person can do all 5 workstreams they are gonna be represented as 0.2 scheduled for each).
2. User defined proportion. E.g. You can set that when scheduled for this combined WS, 20% of time should be accounted towards WS A, 10% towards WS B… 

Another question. Let's imaging you have a phone line open all day for legal reasons. In reality, the phone rings only couple times a day. You still have to have 1 person at least available to pick it up, but they ultimately are gonna be doing something else for an entire day, like emails. In this case how would you distribute people for a Emails+Phone Combined WS? What should the numbers be in the staffing panel at the schedule page for Emails WS and for Phone WS?

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This EAP lets admins define rotation periods for automatic shifts. By defining rotation periods, agents' shift start times are automatically rotated based on the time period you defined, which frees managers from having to decide a specific order in which to rotate shifts.

Learn more about the automatic shifts rotation period EAP.

Zendesk Workforce Management (WFM) está mejorando la experiencia de programación al permitirle mover turnos en bloque en el horario.

Este anuncio incluye los siguientes temas:

• ¿Qué va a cambiar?
• ¿Por qué Zendesk va a hacer este cambio?
• ¿Qué debo hacer?

¿Qué va a cambiar?

Ahora puede cambiar las horas de inicio y finalización de varios turnos con una sola acción. Esto puede incluir ajustar los turnos para comenzar una hora más tarde o en un día diferente.

Una característica clave de esta funcionalidad es la capacidad de ser muy específico, configurar todos los turnos para que comiencen a la misma hora, y aplicar un ajuste relativo, como retrasar todos los turnos por 30 minutos, respetando las diferencias en sus horas de inicio actuales.

¿Por qué Zendesk va a hacer este cambio?

Los cambios en los horarios son inevitables, y nos comprometemos a hacer que estos ajustes sean lo más fáciles posible.

¿Qué debo hacer?

No se requiere ninguna acción específica. La nueva opción aparecerá en la ventana modal de edición masiva de turnos. Más información sobre cómo cambiar en bloque la hora de inicio y finalización del turno.

También puede obtener más información sobre los primeros pasos con la administración del personal.

Hello Lauren Benkov .  Thanks for your interest! The EAP of our API does not include Scheduling endpoints right now. We've only started building public part of API, the first area to get covered was chosen to be Reporting.  Scheduling endpoints are definitely coming down the road, but no specific quarter is currently assigned. We'll try to fit it into our Q4 scope.