Definition

ZenOps WFM is the workforce management product for support organizations that use Zendesk. It connects demand forecasting, schedule planning, and daily operations so teams can plan staffing around expected support work.

Context

Support volume changes over time, while teams need to keep the right people available for the work arriving in their queues and channels. ZenOps WFM helps planners and operations teams understand expected demand, prepare schedules, and coordinate work after schedules are published.

It is useful when a support organization needs one workflow for planning agent coverage and managing schedule-related operations.

Note: Where WFM fits

ZenOps WFM supports workforce planning and daily operations. It does not replace a CRM or HR system.

Attributes

  • Forecast Demand: Use historical support data or uploaded forecast data to estimate future volume and staffing coverage.
  • Plan schedules: Create schedules around forecast coverage, review and edit shifts or activities, validate the plan, and publish it for agents.
  • Manage daily operations: Review time-off and schedule-change requests, monitor current operations, and use reports to understand results.
  • Support agents: Give agents a place to view published schedules and handle available self-service tasks such as requests.

For a closer look at the planning flow, read How Forecasts Become Schedules. The areas and actions each person can use depend on their access; see Roles And Access In ZenOps WFM.