Definition

ZenOps groups its products by the work they support. Workforce Ops addresses demand and staffing. Service Ops addresses ticket context and service quality. Admin Ops is the planned area for administration workflows.

Context

These areas describe different views of the same support operation. A live workload view can help a team respond today, while a forecast helps it prepare coverage for a future period. Reviewing ticket context and quality can help explain what kind of work the team handles. A team can use the products relevant to its workflow without treating the groups as steps in a required sequence.

Note: Choose only what your team needs

The product groups describe related areas of work. They do not imply that every product is available or that one product is required to use another.

Attributes

  • See current demand: ZenOps Realtime gives team leads visibility into live support demand, agent workload, and service risk.
  • Plan future coverage: ZenOps WFM uses support data to forecast demand, plan schedules, manage daily changes, and report on workforce results. Learn How Forecasts Become Schedules.
  • Understand service work: Service Ops includes Enrichments for structured ticket context and QA for quality evaluation and review. Both are in open beta. Visit the QA product overview or open QA Settings if you manage scorecards. Routing, Resolutions, and CX Analytics are in development.
  • Manage the operation: Admin Ops is a planned product group for administration workflows. Its capabilities have not yet been finalized.

ZenOps Realtime and ZenOps WFM are the available Workforce Ops products. Their views can inform related decisions, but each product has its own purpose and access. Start with What ZenOps Does for an overview of all three groups.