Definition

ZenOps brings support operations into three product groups: Workforce Ops, Service Ops, and Admin Ops. The products help teams understand incoming work, plan staffing, improve service quality, and manage the operational setup around that work.

Context

Support teams need to make decisions at different times. Team leads need to see what is happening now; planners need to prepare for future demand; service managers need to understand the work behind a ticket. ZenOps organizes products around these related needs, so a team can start with the area that matters most to it.

Note: Availability varies by product

ZenOps Realtime and ZenOps WFM are available. Enrichments and QA are in open beta; other Service Ops products and Admin Ops are still taking shape.

Attributes

  • Workforce Ops: ZenOps Realtime shows live support demand, agent workload, and service risk. ZenOps WFM connects forecasting, scheduling, daily management, reporting, and agent work. Both products are available.
  • Service Ops: Enrichments structures ticket context, and QA supports quality evaluation and manager review. Both are in open beta. Routing, Resolutions, and CX Analytics are in development.
  • Admin Ops: The planned home for administration tools and workflows. Its product scope is still being defined.

Products serve different jobs within a support operation. Read How ZenOps Products Fit Together to see how those jobs relate. For a closer look at workforce planning, read What ZenOps WFM Does, or visit the QA product overview.