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.

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O gerenciamento da força de trabalho do Zendesk (WFM) está aprimorando a experiência de agendamento, permitindo que você mova turnos em massa na programação.

Este anúncio inclui os seguintes tópicos:

• O que está mudando?
• Por que a Zendesk está fazendo essa alteração?
• O que devo fazer?

O que está mudando?

Agora você pode alterar os horários de início ou término de vários turnos em uma ação. Isso pode incluir o ajuste de turnos para começar uma hora depois ou em um dia diferente.

Um recurso importante dessa funcionalidade é a capacidade de ser muito específico, definindo todos os turnos para começarem ao mesmo tempo e aplicar um ajuste relativo, como empurrar todos os turnos 30 minutos depois, enquanto ainda respeita as diferenças em seus horários de início atuais .

Por que a Zendesk está fazendo essa alteração?

As alterações nas programações são inevitáveis e temos o compromisso de facilitar ao máximo esses ajustes.

O que devo fazer?

Nenhuma ação específica é necessária. A nova opção será exibida em sua janela modal de edição em massa de turnos. Saiba mais sobre a alteração em massa das horas de início e término do turno.

Você também pode aprender mais sobre como fazer a gestão da força de trabalho.

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.