Objective

Define the workstreams and channels to include in WFM planning.

Environment

  • You have permission to manage Forecasting Settings.
  • You know which support workstreams need separate planning and which channels each one handles.

Resolution

  1. Open Forecasting Settings → Queues and review any existing queues, including queues imported from Zendesk.
  2. To add a planning queue, select New Queue. Enter a Queue Name and select at least one planning channel. Select Create Queue.
    Note: A channel is required

    Every new planning queue needs at least one selected channel.

  3. For an existing queue, use its edit action to check its selected channels and save any correction with Update Queue.
    The Edit Queue form in ZenOps WFM. Review the queue name, priority, selected planning channels, and optional Zendesk ticket mapping rules.
  4. Review the queue list to confirm each workstream has the intended channels. Use these queues when preparing a forecast.

If Zendesk-derived queues are missing, verify the Zendesk data sync.