Lauren Benkov

Thank you Kelly Danner !

Hey Kelly Danner - we have had ABM implemented for a while now via SunCo. Does this change anything for us?

This is very exciting now that this can map to talk state but what about other channels? Will messaging be added on soon too? This still doesn't fully solve the problem for agents needing to set their status in 2 places.

+1 to Judith Ilagan question! This was originally talked about getting released as a big announcement at Relate, then it got pushed again and no real updates on timeline. Understand things get pushed but this is a pretty big pain point and keeps us from fully utilizing WFM as we don't want to have agents change status twice like mentioned above.

Dan Cross we have the same issue with tickets created via Slack DM and unfortunately we have the same workaround right now of having a view and manually assigning them out. It is really annoying and definitely not the most efficient for our workflows. Hopefully all of the different channels get added soon!

We have been testing this for about a week now and when it is on it works great, but it seems like almost every day you need to click “start tracking”. Is this expected? I'm wary to roll this out to agents and ask them to do one more task every day at the start of their shift. Wish this would just stay on without constantly needing to click start tracking otherwise it kind of defeats the purpose. There would be no way to really police if agents are turning this on every day.

Hi Tiago Magalhaes - thank you! That makes sense. Are there any good workarounds for this? We have the same issue with being in Zendesk WFM as well and these would be helpful for us to track especially for more senior agents or team leads helping with WFM or knowledge articles.

Hi there,

I just set this up and most tracking seems to be working fine but one issue I'm having is trying to log time spent in our agent knowledge base. We use a separate brand for this in zendesk so our url is wonderkb.zendesk.com. I mapped this but the extension is saying its not logged to any general task. 

Hi there - are there any plans for API endpoints around scheduling? I was under the impression that the API EAP was allowing you to sync up Zendesk WFM with your company's HRIS. We are moving to Workday later this year and I was hoping to sync up these systems but I'm not really understanding where or how this is possible.

Thanks,

Lauren

Hey Barry Neary any update on SMS getting added to OCR?

Thanks!