Objective

Create the workforce structure used to organize people and planning work.

Environment

  • You have permission to manage People settings.
  • You know which locations, teams, and skills your organization wants to use. If these should come from Zendesk, connect Zendesk first.

Resolution

  1. Open People Settings and select Sites. Select Add Site, enter the site details, and save it.
  2. Select Teams. To make a team in ZenOps, select Add Team, enter its details, and save it. If your teams correspond to Zendesk groups, select Import from Zendesk, review the candidates, and select Import Selected instead.
  3. Select Skills. Select Add Skill, enter its details, and save it. To use Zendesk skills, select Import from Zendesk, review the candidates, and select Import Selected.
    Note: Assign the new items

    Creating a team or skill makes it available in WFM. It does not assign it to any person.

  4. Review the three lists. Then open Users to assign the relevant site, teams, and skills to each person.

If a Zendesk item is missing from an import list, verify that workforce data is syncing.