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ワークフォースマネジメント（WFM）では、スケジュール上のシフトを一括移行できるようにすることで、スケジューリングの体験を強化しています。

このお知らせの内容は以下のとおりです。

• 変更内容
• Zendeskがこれらの変更を行う理由
• 必要となる作業

変更内容

複数のシフトの開始時間または終了時間を1回の操作で変更できるようになりました。これには、シフト開始を1時間後や別の曜日に開始するための調整も含まれます。

この機能の主な特徴は、すべてのシフトを同じ時間に開始するように設定するなど、非常に具体的に設定できることです。また、現在の開始時間の違いを考慮しながら、すべてのシフトを30分後に遅らせるなど、相対的な調整を適用することもできます。

Zendeskがこれらの変更を行う理由

スケジュールの変更は避けられないものですが、Zendeskは可能な限り簡単にこれらの調整を行えるように取り組んでいます。

必要な作業

何もする必要はありません。新しいオプションがシフトを一括更新モーダルウィンドウに表示されます。 シフトの開始時間と終了時間を変更する方法の詳細をご覧ください。

また「ワークフォースマネジメントの使い方」も併せて参照してください。

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.