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.

Gestion des collaborateurs Zendesk améliore l’expérience de planification en vous permettant de modifier en masse des périodes de travail.

Cette annonce couvre les sujets suivants :

• Qu’est-ce qui va changer ?
• Pourquoi cette modification ?
• Que dois-je faire ?

Qu’est-ce qui va changer ?

Vous pouvez désormais modifier les heures de début et de fin de plusieurs périodes de travail en une seule action. Vous pouvez notamment modifier les périodes de travail pour qu'elles commencent une heure plus tard ou un autre jour.

L'une des principales caractéristiques de cette fonctionnalité est la possibilité de faire preuve d'une grande précision, en définissant toutes les périodes de travail pour qu'elles commencent à la même heure, et d'appliquer un ajustement relatif, par exemple en retardant toutes les périodes de travail de 30 minutes, tout en respectant les différences entre leurs heures de début actuelles.

Pourquoi cette modification ?

Les changements d’emploi du temps sont inévitables et nous nous efforçons de les rendre aussi simples que possible.

Que dois-je faire ?

Vous n’avez rien à faire. La nouvelle option s’affichera dans la fenêtre contextuelle de modification en masse des périodes de travail. En savoir plus sur la modification en masse de l'heure de début et de fin des périodes de travail.

Vous pouvez aussi en apprendre plus sur la gestion des effectifs.

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.