Definition

This checklist covers the access, workforce information, and planning inputs that help you set up ZenOps WFM for forecasting and scheduling.

Context

Use it before configuring your workspace or starting a first planning workflow.

If you are deciding which part of WFM to use first, see how forecasts and schedules fit together. A person's role is only one part of access; roles and permissions in ZenOps WFM explains the difference.

Note: Prepare for your chosen path

You do not need every listed input. Synchronized forecasts, CSV uploads, manual schedules, and forecast-driven schedules have different requirements.

Attributes

  • Workspace access: Identify an administrator who can configure company settings and people, plus a planner or manager who can access the Forecasts or Scheduling area needed for your first workflow. Access to view a page does not always include permission to create or change its data.
  • Zendesk connection, when needed: If you plan to use Zendesk-synchronized history or live Zendesk activity, have an administrator who can authorize the connection and confirm the Zendesk account details. Forecasts can also use prepared data uploaded into WFM, so a synchronized history feed is not required for that path.
  • People and team context: Decide which agents and teams are in the pilot and how their workforce profiles should map to Zendesk agents and groups. Confirm the people who need WFM access have accounts and the appropriate role and permissions.
  • Queues and channels: Identify the support queues and channels you want to plan. These define which demand and staffing inputs belong in the forecast workflow.
  • Forecast inputs, if forecasting: Choose either synchronized historical demand or a prepared forecast data file. For generated forecasts, the required historical data must be available; for uploads, prepare the data and queue labels you intend to map.
  • Scheduling inputs, if scheduling: Decide the planning period and timezone, and identify the shift plans, shift types, and activity types that match your operation. For compliance validation, people need the applicable work jurisdiction assigned in WFM.
  • Success measure: Choose what the first setup should enable, such as reviewing a forecast, drafting a schedule, or helping agents find a published schedule.