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?

Join Our Community Forum for WFM Rotating Automatic Shifts EAP Feedback

We’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new WFM Rotating Automatic Shifts Early Access Program (EAP), we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together.

How to Provide Impactful Feedback

Your input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below.

Make your feedback impactful by considering these steps:

• If something about the WFM Automatic Shifts Rotation doesn't sit right with you or you see room for enhancement, take a note. Reflect a little before sharing.
• Aim for clarity in your feedback. Explain what you like or dislike and how things might be fine-tuned.
• Patience is appreciated as we respond to queries and comments.
• Civility is our cornerstone—avoid sarcasm, disrespect, and offensive language. We're here to ensure discussions stay respectful.

Our goal is to make this forum the ideal place for all customers to share and discuss feedback specifically on the WFM Automatic Shifts Rotation EAP. We’re looking for a mix of formal insight and casual exchange to create a welcoming and productive environment.

Getting Started: For those eager to integrate this new capability into their workflow, please note that the EAP for the WFM Rotating Automatic Shifts is currently open for registration. Joining the EAP will allow you to pioneer this feature and shape its development.

Sign up here!

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) sta migliorando l'esperienza di pianificazione e consentendo di spostare in blocco i turni in base alla pianificazione orari.

Questo annuncio include i seguenti argomenti:

• Cosa cambia?
• Perché Zendesk ha deciso di apportare questa modifica?
• Che cosa devo fare?

Cosa cambia?

Ora puoi cambiare l'orario di inizio o di fine di più turni con un'unica azione. Ciò può includere la modifica dei turni in modo che inizino un'ora dopo o in un giorno diverso.

Una caratteristica fondamentale di questa funzione è la capacità di essere molto specifici, di impostare tutti i turni in modo che inizino contemporaneamente e di applicare una modifica relativa, ad esempio l'inizio di tutti i turni 30 minuti più tardi, pur rispettando le differenze nell'orario di inizio attuale.

Perché Zendesk ha deciso di apportare questa modifica?

Le modifiche alle pianificazioni orari sono inevitabili e ci impegniamo a semplificarle il più possibile.

Che cosa devo fare?

Non è necessaria alcuna azione specifica da parte tua. La nuova opzione apparirà nella finestra modale di modifica in blocco dei turni. Ulteriori informazioni sulla modifica in blocco dell'orario di inizio e di fine del turno.

Puoi trovare ulteriori informazioni su come iniziare a gestire il personale.

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.