# ZenOps Help Center

> Public guides for ZenOps Realtime, ZenOps WFM, and the ZenOps workspace. Choose a guide by product and question; each link opens a Markdown version of the published article.

Canonical Help Center: https://zenops.cx/help/

## ZenOps Realtime

- [What ZenOps Realtime Does](https://zenops.cx/help/articles/what-zenops-realtime-does/index.md): ZenOps Realtime is a live operations workspace for teams that use Zendesk.
- [How Realtime Brings Queues, Agents, SLAs, And Topics Together](https://zenops.cx/help/articles/how-realtime-brings-queues-agents-slas-and-topics-together/index.md): Realtime presents related support signals across several views so an operational change can be investigated from more than one angle.
- [Realtime Metrics And Definitions](https://zenops.cx/help/articles/realtime-metrics-and-definitions/index.md): Realtime metrics describe current queue demand, agent capacity, SLA outcomes, customer satisfaction, and ticket topics.
- [Roles And Access In ZenOps Realtime](https://zenops.cx/help/articles/roles-and-access-in-zenops-realtime/index.md): Your ZenOps role and assigned permissions determine which Realtime pages and actions you can use.
- [What Data And Access You Need Before Setup](https://zenops.cx/help/articles/what-data-and-access-you-need-before-realtime-setup/index.md): A first Realtime workspace needs a connected Zendesk account, a known monitoring scope, and users with suitable access.
- [Choose Your First Realtime Monitoring Workflow](https://zenops.cx/help/articles/choose-your-first-realtime-monitoring-workflow/index.md): Choose a small, repeatable operational check before expanding dashboard use.
- [Plan A Realtime Rollout](https://zenops.cx/help/articles/plan-a-rollout-for-team-leads-managers-and-operations-stakeholders/index.md): Introduce Realtime in stages so each audience knows what to monitor and how to respond.
- [Accept An Invitation And Sign In](https://zenops.cx/help/articles/accept-an-invitation-and-sign-in-to-realtime/index.md): Use the invitation sent by your administrator to enter your ZenOps workspace.
- [Manage Google And Microsoft Sign-In](https://zenops.cx/help/articles/manage-google-and-microsoft-sign-in/index.md): Set company defaults for new invitations and choose sign-in methods for individual users.
- [Navigate The Realtime Dashboard](https://zenops.cx/help/articles/navigate-the-realtime-dashboard/index.md): Find the main Realtime areas and choose the view that answers your operational question.
- [How To Use Dashboard Filters](https://zenops.cx/help/articles/set-your-dashboard-filters-and-save-preferences/index.md): Choose a Brand and Group scope or apply a saved view across Realtime reports.
- [Open And Pin The Realtime Sidebar](https://zenops.cx/help/articles/open-and-pin-the-realtime-sidebar/index.md): Reveal the navigation sidebar from the left edge or keep it open from the ZenOps logo.
- [Connect And Verify Zendesk Data](https://zenops.cx/help/articles/connect-and-verify-zendesk-data/index.md): Authorize the Zendesk account that supplies Realtime with support data and verify the first records.
- [Configure Data Processing](https://zenops.cx/help/articles/configure-data-processing/index.md): Configure Zendesk webhooks, brand and SLA policy allowlists, and SLA and Talk polling.
- [Understand Brands, Groups, Markets, And BPO Vendors In Reports](https://zenops.cx/help/articles/understand-brands-groups-markets-and-bpo-vendors-in-reports/index.md): Realtime can group and filter support metrics by business dimensions such as Brand, Group, Market, and BPO Vendor.
- [Configure Group Mappings](https://zenops.cx/help/articles/configure-group-mappings/index.md): Assign brands, markets, BPO vendors, and channels to enabled support groups for filtering and analytics.
- [Configure Agent Mappings](https://zenops.cx/help/articles/configure-agent-mappings/index.md): Override inherited group attributes for agents whose assignments need more precise workforce attribution.
- [Configure Field Mappings](https://zenops.cx/help/articles/configure-field-mappings/index.md): Map Zendesk ticket fields and their values to the fields used in ZenOps Realtime.
- [Assign Realtime Access To Your Team](https://zenops.cx/help/articles/assign-realtime-access-to-your-team/index.md): Give the intended readers access to the Realtime pages and actions they need.
- [Investigate Missing Or Delayed Dashboard Data](https://zenops.cx/help/articles/investigate-missing-or-delayed-dashboard-data/index.md): A Realtime card, report, or drill-in is empty, stale, or differs from an expected Zendesk record.
- [Use The Overview To Spot Operational Risk](https://zenops.cx/help/articles/use-the-overview-to-spot-operational-risk/index.md): Scan the live command view and decide where to investigate first.
- [Read The Topline Metric Cards](https://zenops.cx/help/articles/read-the-topline-metric-cards/index.md): The Overview cards summarize current queue demand, agent work, utilization, SLA, and satisfaction for the selected scope.
- [Group, Sort, And Expand Overview Reports](https://zenops.cx/help/articles/group-sort-and-expand-overview-reports/index.md): Compare Realtime metrics across the business dimension that matters to your decision.
- [How To Use Drill-In Across Reports](https://zenops.cx/help/articles/how-to-use-drill-in-across-reports/index.md): Use metric drill-ins across Realtime pages and understand the page, row, and channel scope carried into each detail view.
- [How To Drill Into Matrix](https://zenops.cx/help/articles/open-the-tickets-or-agents-behind-a-metric/index.md): Open ticket or agent details behind a Matrix metric and check the scope of its drill-in.
- [Monitor Queue Load And Wait Time By Channel](https://zenops.cx/help/articles/monitor-queue-load-and-wait-time-by-channel/index.md): Compare current waiting work across Messaging, Talk, and Support.
- [Analyze Ticket Volume By Brand And Channel](https://zenops.cx/help/articles/analyze-ticket-volume-by-brand-and-channel/index.md): See where queued and assigned work is concentrated.
- [Investigate An Unexpected Queue Or Volume Change](https://zenops.cx/help/articles/investigate-an-unexpected-queue-or-volume-change/index.md): A queue or volume value changes sharply or disagrees with the tickets you expect.
- [Monitor Agent Status, Workload, And Availability](https://zenops.cx/help/articles/monitor-agent-status-workload-and-availability/index.md): See whether agents are online, what work they hold, and how much capacity remains.
- [Read Used Capacity, Available Capacity, And Utilization](https://zenops.cx/help/articles/read-used-capacity-available-capacity-and-utilization/index.md): Capacity metrics show how much eligible online agent capacity is occupied by work and how much remains free.
- [Filter And Compare Agents And Teams](https://zenops.cx/help/articles/filter-and-compare-agents-and-teams/index.md): Narrow Agent Overview to the people relevant to an operational question.
- [Review An Agent's Status Timeline](https://zenops.cx/help/articles/review-an-agent-s-status-timeline/index.md): Inspect the order and timing of an agent’s recorded state changes.
- [Investigate An Agent Status Or Capacity Discrepancy](https://zenops.cx/help/articles/investigate-an-agent-status-or-capacity-discrepancy/index.md): An agent’s visible status, work items, available capacity, or utilization looks different from expected.
- [Monitor Active SLA Tickets And Breaches](https://zenops.cx/help/articles/monitor-active-sla-tickets-and-breaches/index.md): Find tickets with active SLA targets and identify current breaches.
- [Read Achieved Targets, Breached Targets, Breach Time, And Compliance](https://zenops.cx/help/articles/read-achieved-targets-breached-targets-breach-time-and-compliance/index.md): SLA outcome metrics summarize which evaluated targets were met, which were missed, and how late breached targets became.
- [Filter, Inspect, And Export SLA Targets](https://zenops.cx/help/articles/filter-inspect-and-export-sla-targets/index.md): Find the SLA target records for a specific review and export the filtered list when needed.
- [Investigate An Unexpected SLA Result](https://zenops.cx/help/articles/investigate-an-unexpected-sla-result/index.md): An SLA card, row, or target status differs from the result you expected.
- [Explore Current Ticket Volume By Topic](https://zenops.cx/help/articles/explore-current-ticket-volume-by-topic/index.md): See which topics make up the current ticket workload.
- [Compare Topic Share Over Time](https://zenops.cx/help/articles/compare-topic-share-over-time/index.md): See whether the mix of active ticket topics changed during the recent window.
- [Filter Topics By Status And Channel](https://zenops.cx/help/articles/filter-topics-by-status-and-channel/index.md): Compare topic volume for waiting and assigned work or for a particular support channel.
- [Compare Topics Across Groups, Brands, Vendors, And Markets](https://zenops.cx/help/articles/compare-topics-across-groups-brands-vendors-and-markets/index.md): Locate the teams or business areas handling a particular topic.
- [Investigate Tickets Without The Expected Topic](https://zenops.cx/help/articles/investigate-tickets-without-the-expected-topic/index.md): A ticket appears under No Topic or a different topic from the one you expect.
- [Read Satisfaction Scores In Realtime Reports](https://zenops.cx/help/articles/read-satisfaction-scores-in-realtime-reports/index.md): Satisfaction Score, also called CSAT, summarizes customer feedback for the report’s selected period and scope.
- [Drill Into The Tickets Behind A Satisfaction Metric](https://zenops.cx/help/articles/drill-into-the-tickets-behind-a-satisfaction-metric/index.md): Inspect the ticket feedback represented by a satisfaction value.
- [Review Active Critical Alerts](https://zenops.cx/help/articles/review-active-critical-alerts/index.md): Identify unresolved high-impact alerts that may need operational attention.
- [Validate An Alert Against Agent Status History](https://zenops.cx/help/articles/validate-an-alert-against-agent-status-history/index.md): Check whether a staffing-related alert matches recorded agent state.
- [Acknowledge An Alert](https://zenops.cx/help/articles/acknowledge-an-alert/index.md): Record that the operational team has seen an alert and begun or completed its review.
- [Review Alert History In Chronological And Paired Views](https://zenops.cx/help/articles/review-alert-history-in-chronological-and-paired-views/index.md): Trace when an alert triggered, recovered, and was acknowledged.
- [Create And Maintain Alert Rules](https://zenops.cx/help/articles/create-and-maintain-alert-rules/index.md): Configure a rule that watches an operational condition and raises an alert when its criteria are met.
- [Investigate An Alert That Did Not Appear Or Clear As Expected](https://zenops.cx/help/articles/investigate-an-alert-that-did-not-appear-or-clear-as-expected/index.md): An expected alert is absent, or an alert remains active after the visible condition changed.
- [Create And Update An Incident](https://zenops.cx/help/articles/create-and-update-an-incident/index.md): Record an operational issue and keep its details current while the team responds.
- [Review And Resolve An Incident](https://zenops.cx/help/articles/review-and-resolve-an-incident/index.md): Close an incident after the underlying operational issue has been addressed.
- [Review Active Incidents And Their History](https://zenops.cx/help/articles/review-active-incidents-and-their-history/index.md): See which operational issues remain open and what has already been done.
- [Create An Automation Rule](https://zenops.cx/help/articles/create-an-automation-rule/index.md): Define a rule that performs a configured action when its operational conditions are met.
- [Edit, Clone, Enable, Disable, Or Delete An Automation](https://zenops.cx/help/articles/edit-clone-enable-disable-or-delete-an-automation/index.md): Maintain an existing automation as the operational workflow changes.
- [Review Automation Execution History](https://zenops.cx/help/articles/review-automation-execution-history/index.md): Check whether an automation ran and what happened during its execution.
- [Investigate An Automation That Did Not Run As Expected](https://zenops.cx/help/articles/investigate-an-automation-that-did-not-run-as-expected/index.md): An automation did not execute, failed, or affected a different set of records from the intended scope.
- [Change A User's Realtime Access](https://zenops.cx/help/articles/change-a-user-s-realtime-access/index.md): Update a person’s role or scope when their operational responsibility changes.
- [Save Or Reset Filters And Sorting Preferences](https://zenops.cx/help/articles/save-or-reset-filters-and-sorting-preferences/index.md): Keep a useful report view or return to a known scope.
- [Check Data Freshness Across Realtime Reports](https://zenops.cx/help/articles/check-data-freshness-across-realtime-reports/index.md): Understand when the visible value was last updated before acting on it.
- [Use The Data Latency Page](https://zenops.cx/help/articles/use-the-data-latency-page/index.md): Compare stream processing latency and webhook errors from the Data Latency page.
- [How To Use The Logs Page](https://zenops.cx/help/articles/use-the-logs-page/index.md): Filter workspace activity, inspect a log entry, and understand recorded outcomes.

## About ZenOps

- [What ZenOps Does](https://zenops.cx/help/articles/what-zenops-does/index.md): Understand the three ZenOps product groups and the work each addresses.
- [How ZenOps Products Fit Together](https://zenops.cx/help/articles/how-zenops-products-fit-together/index.md): See how workforce, service, and administration products relate.
- [How To Review ZenOps Security Information](https://zenops.cx/help/articles/review-zenops-security-information/index.md): Find the Security page and current assurance materials in the Trust Center.
- [How To Find ZenOps Privacy Information](https://zenops.cx/help/articles/find-zenops-privacy-information/index.md): Find the Privacy Policy and manage the Help Center support chat choice.
- [How To Contact ZenOps Support](https://zenops.cx/help/articles/contact-zenops-support/index.md): Open the support messenger from a Help Center page.
- [What To Include In A Support Request](https://zenops.cx/help/articles/what-to-include-in-a-support-request/index.md): Gather the details that help support investigate a question or product issue.

## Billing

- [Understand Your ZenOps Quote](https://zenops.cx/help/articles/understand-your-zenops-quote/index.md): Understand what ZenOps product pricing covers and when to request a custom quote.
- [How AI Usage Billing Works With BYOK](https://zenops.cx/help/articles/ai-usage-billing-and-byok/index.md): Compare ZenOps-provided OpenAI usage with bring-your-own-key billing.
- [How To Manage Your Subscription And Payment Details](https://zenops.cx/help/articles/manage-subscription-and-payment-details/index.md): Review a ZenOps subscription and manage payment details through the billing portal.

## Administration

- [How To Invite A User To Your Workspace](https://zenops.cx/help/articles/invite-a-user-to-your-workspace/index.md): Invite a teammate and choose their role, allowed sign-in methods, and BPO access.
- [How To Manage User Roles And Access Scope](https://zenops.cx/help/articles/manage-user-roles-and-access-scope/index.md): Review ZenOps roles and limit a BPO User to selected vendors and brands.
- [How To Check The Zendesk Integration Status](https://zenops.cx/help/articles/check-zendesk-integration-status/index.md): Confirm the Zendesk connection and check the latest data sync time.
- [Resolve A Zendesk Integration Problem](https://zenops.cx/help/articles/resolve-a-zendesk-integration-problem/index.md): Troubleshoot Zendesk authorization, subdomain, and sync status issues.
- [Connect And Configure The Recharge Integration](https://zenops.cx/help/articles/connect-and-configure-recharge-integration/index.md): Connect a Shopify store running Recharge, review its authorization, and add subscription evidence to QA evaluations.

## ZenOps WFM

- [How To View Your Schedule](https://zenops.cx/help/articles/view-your-schedule/index.md): Find your published shifts and activities in My Schedule.
- [How To View Your Team’s Schedule](https://zenops.cx/help/articles/view-your-teams-schedule/index.md): See published schedules for your team.
- [How To Set Your Availability](https://zenops.cx/help/articles/set-your-availability/index.md): Enter the hours you can work on future dates.
- [How To View Your Performance](https://zenops.cx/help/articles/view-your-performance/index.md): Review your performance results and trends for a selected date range.
- [How To View Your Points And Rewards](https://zenops.cx/help/articles/view-your-points-and-rewards/index.md): Review current points, award history, and rewards available for finalized periods.
- [How To Claim A Reward And Provide Proof](https://zenops.cx/help/articles/claim-a-reward-and-provide-proof/index.md): Submit a reward choice for a finalized period and upload proof when required.
- [Agent Profile Not Found In The Agent Portal](https://zenops.cx/help/articles/agent-profile-not-found/index.md): Resolve a missing agent profile link in the agent portal.
- [How To Review An Existing Schedule](https://zenops.cx/help/articles/review-an-existing-schedule/index.md): Review shifts and activities, filter and group planner rows, and save useful views.
- [How To Show Forecast Data On A Schedule](https://zenops.cx/help/articles/show-forecast-data-on-a-schedule/index.md): Show or hide data from the forecast linked to a schedule.
- [How To Use Saved Views On Scheduling](https://zenops.cx/help/articles/use-saved-views-on-scheduling/index.md): Save, apply, and update personal filter and display settings in the Scheduling planner.
- [How To Use Display Options On A Schedule](https://zenops.cx/help/articles/use-day-view-display-options/index.md): Show or hide business schedules, coverage gaps, availability, and shifts in Day or Week view.
- [How To Use Schedule History](https://zenops.cx/help/articles/use-schedule-history/index.md): Review saved schedule versions and open an earlier version in the planner.
- [How Timezones Work In The Schedule Planner](https://zenops.cx/help/articles/how-time-zones-work-in-the-schedule-planner/index.md): Understand the planner timezone and compare schedule times across zones in Day view.
- [How To Add Shifts And Activities](https://zenops.cx/help/articles/add-shifts-and-activities/index.md): Add an individual shift or activity to a schedule draft.
- [How To Edit Shifts And Activities](https://zenops.cx/help/articles/edit-shifts-and-activities/index.md): Edit an individual shift or activity and save the schedule draft.
- [About Activity Layers In Scheduling](https://zenops.cx/help/articles/scheduling-grid-activity-layers/index.md): Understand how Productive, Auxiliary, and Time Off activities stack and overlap in the planner.
- [How To Make Bulk Schedule Changes](https://zenops.cx/help/articles/make-bulk-schedule-changes/index.md): Select several agents or items and apply one schedule action.
- [How To Duplicate A Schedule](https://zenops.cx/help/articles/duplicate-a-schedule/index.md): Create a separate draft copy of a schedule from the Scheduling list.
- [How to Use Schedule Validations](https://zenops.cx/help/articles/review-schedule-validations/index.md): Use schedule validations to scope checks, review results, and manage findings.
- [Resolve A Schedule Validation Warning](https://zenops.cx/help/articles/resolve-schedule-validation-warning/index.md): Investigate a validation warning, correct the schedule or rule, and check the result.
- [How To Publish A Schedule](https://zenops.cx/help/articles/publish-a-schedule/index.md): Publish a saved schedule for selected people, dates, and item types.
- [Investigate Why An Agent Cannot See A Published Schedule](https://zenops.cx/help/articles/investigate-missing-published-schedule/index.md): Check publication scope, scheduled items, and agent profile access when My Schedule is empty.
- [How To Review Agent Requests](https://zenops.cx/help/articles/review-agent-requests/index.md): Find and review time-off, schedule-change, and overtime requests in Managing.
- [How To Approve Or Decline A Request](https://zenops.cx/help/articles/approve-or-decline-a-request/index.md): Check a pending agent request, approve it or give a reason for denial, and confirm the result.
- [How To Use The Live Overview](https://zenops.cx/help/articles/use-the-live-overview/index.md): Scan current workload and service signals, then open agent details for follow-up.
- [Read Agent Presence And Status](https://zenops.cx/help/articles/read-agent-presence-and-status/index.md): Interpret agent availability, current status, work context, and freshness in Monitoring.
- [How To Compare Live Activity With The Schedule](https://zenops.cx/help/articles/compare-live-activity-with-the-schedule/index.md): Compare an agent’s current status and activity with the matching published schedule interval.
- [How To Verify Agent Activity With AHT And Comments Timelines](https://zenops.cx/help/articles/verify-agent-activity-with-aht-and-comments/index.md): Use Zendesk Time Tracking updates and public reply markers to review recorded agent activity.
- [Investigate An Adherence Discrepancy](https://zenops.cx/help/articles/investigate-an-adherence-discrepancy/index.md): Investigate when current adherence differs from the schedule or is unavailable.
- [How To Request Time Off](https://zenops.cx/help/articles/request-time-off/index.md): Submit a time-off request for review and check its status.
- [How To Request A Schedule Change](https://zenops.cx/help/articles/request-schedule-change/index.md): Request different times for a scheduled activity from My Requests or My Schedule.
- [How To Track Your Request](https://zenops.cx/help/articles/track-your-request/index.md): Check whether your request is pending, approved, declined, or cancelled.
- [How To Cancel A Request](https://zenops.cx/help/articles/cancel-a-request/index.md): Cancel your own pending request from My Requests and confirm its new status.
- [How To Review Volume And Backlog](https://zenops.cx/help/articles/review-volume-and-backlog/index.md): Compare incoming and solved tickets with backlog across queues and dates.
- [How To Review Adherence](https://zenops.cx/help/articles/review-adherence/index.md): Compare verified agent states with published schedules and status coverage.
- [How To Review Absence And Overtime](https://zenops.cx/help/articles/review-absence-and-overtime/index.md): Review time away and extra worked time across a reporting period.
- [How To Review (Re)Forecast Accuracy](https://zenops.cx/help/articles/review-forecast-accuracy/index.md): Interpret stored reforecast accuracy, run trends, and initial forecast context.
- [How To Use Report Filters And Saved Views](https://zenops.cx/help/articles/use-report-filters-and-saved-views/index.md): Filter reports and save a reusable reporting scope.
- [Metrics And Their Definitions](https://zenops.cx/help/articles/metrics-and-their-definitions/index.md): Look up what each metric in Reporting measures and how to interpret it.
- [How To Read The KPI Scorecard](https://zenops.cx/help/articles/read-the-kpi-scorecard/index.md): Read raw KPI values, goal comparisons, metric scores, and Total Score.
- [How To Review An Agent’s Performance](https://zenops.cx/help/articles/review-an-agents-performance/index.md): Review one agent’s performance measures, goals, and trends.
- [How To Configure KPI Targets](https://zenops.cx/help/articles/configure-kpi-targets/index.md): Set agent KPI targets used for reporting comparisons.
- [How To Configure 'My Performance' Targets](https://zenops.cx/help/articles/configure-my-performance-targets/index.md): Set per-agent goals displayed on each My Performance page.
- [How To Set Up Points And Rewards](https://zenops.cx/help/articles/set-up-points-and-rewards/index.md): Configure Engaging activities, eligibility, and monthly or quarterly rewards.
- [How To Award Points](https://zenops.cx/help/articles/award-points/index.md): Record a justified points award for an eligible agent.
- [How To Get Award Suggestions](https://zenops.cx/help/articles/get-award-suggestions/index.md): Generate and review KPI-based monthly award candidates before confirming or dismissing them.
- [How To Finalize A Rewards Period](https://zenops.cx/help/articles/finalize-a-rewards-period/index.md): Freeze period totals and open the reward claim window.
- [How To Review And Fulfill Reward Claims](https://zenops.cx/help/articles/review-and-fulfill-reward-claims/index.md): Review proof, approve a claim, and record reward fulfillment.
- [What ZenOps WFM Does](https://zenops.cx/help/articles/what-zenops-wfm-does/index.md): See how ZenOps WFM connects forecasting, scheduling, and daily operations.
- [How Forecasts Become Schedules](https://zenops.cx/help/articles/how-forecasts-become-schedules/index.md): Understand how forecast coverage informs a schedule draft and planner review.
- [Three Ways To Create A Schedule](https://zenops.cx/help/articles/ways-to-create-a-schedule/index.md): Choose between building, generating, or importing a schedule.
- [How To Build A Schedule (Manually From Scratch)](https://zenops.cx/help/articles/create-a-schedule/index.md): Create a manual schedule draft without linking a forecast.
- [How To Generate A Schedule (From A Forecast)](https://zenops.cx/help/articles/generate-a-schedule-from-a-forecast/index.md): Use a completed forecast to create and review a generated schedule draft.
- [How To Import A Schedule (From A File)](https://zenops.cx/help/articles/import-a-schedule/index.md): Analyze an XLSX or CSV schedule, resolve mappings, and create a draft.
- [Roles And Access In ZenOps WFM](https://zenops.cx/help/articles/roles-and-access-in-zenops-wfm/index.md): Learn how roles and permissions shape access to ZenOps WFM.
- [What Data And Access You Need Before Setup](https://zenops.cx/help/articles/what-data-and-access-you-need-before-setup/index.md): Prepare the access, workforce information, and planning inputs for WFM setup.
- [How To Choose Your First WFM Workflow](https://zenops.cx/help/articles/choose-a-first-wfm-workflow/index.md): Choose a useful first workflow based on your team’s goals and available inputs.
- [How To Plan A Rollout For Planners, Managers, And Agents](https://zenops.cx/help/articles/plan-a-rollout-for-planners-managers-and-agents/index.md): Introduce WFM in stages for setup owners, planners, managers, and agents.
- [How To Accept An Invitation And Sign In](https://zenops.cx/help/articles/accept-an-invitation-and-sign-in/index.md): Use your invitation to set up access to ZenOps WFM.
- [How To Connect Zendesk](https://zenops.cx/help/articles/connect-zendesk/index.md): Authorize Zendesk and run the first workforce data sync.
- [How To Configure Zendesk Time Tracking For AHT](https://zenops.cx/help/articles/configure-zendesk-time-tracking-for-aht/index.md): Select the numeric per-update Zendesk Time Tracking field used to capture agent handling time.
- [How To Verify That Workforce Data Is Syncing](https://zenops.cx/help/articles/verify-that-workforce-data-is-syncing/index.md): Check the saved sync time and representative workforce records.
- [Resolve A Zendesk Data Sync Problem](https://zenops.cx/help/articles/resolve-a-zendesk-data-sync-problem/index.md): Check connection state, sync results, and missing workforce mappings.
- [How To Add Sites, Teams, And Skills](https://zenops.cx/help/articles/add-sites-teams-and-skills/index.md): Create locations, teams, and skills for workforce setup.
- [How To Invite Users And Link Workforce Profiles](https://zenops.cx/help/articles/invite-users-and-link-workforce-profiles/index.md): Add people, connect Zendesk agents, and send invitations.
- [How To Assign WFM Roles And Permissions](https://zenops.cx/help/articles/assign-wfm-roles-and-permissions/index.md): Choose roles and review the permissions they grant.
- [How To Set Working Timezones](https://zenops.cx/help/articles/set-working-timezones/index.md): Set the timezone used for each person’s work.
- [How To Configure Queues](https://zenops.cx/help/articles/configure-queues-and-channels/index.md): Define the workstreams and channels used in planning.
- [How To Set Up Forecast Profiles](https://zenops.cx/help/articles/set-up-forecast-profiles/index.md): Save staffing assumptions for a forecast channel.
- [How To Configure Business Schedules](https://zenops.cx/help/articles/configure-business-schedules/index.md): Set weekly hours and assignments for forecasting and staffing.
- [How To Create Shift Types](https://zenops.cx/help/articles/create-shift-types/index.md): Define reusable shift patterns planners can choose when building schedules.
- [How To Create Activity Types](https://zenops.cx/help/articles/create-activity-types/index.md): Define productive, auxiliary, and time-off activities for schedules.
- [How To Configure Scheduling Rules](https://zenops.cx/help/articles/configure-scheduling-rules/index.md): Organize schedule constraints into rule sets and review their outcomes.
- [How To Use The Scheduling Rules Library](https://zenops.cx/help/articles/use-scheduling-rules-library/index.md): Find and add a reusable country rule set for review.
- [How To Configure Compliance Jurisdictions](https://zenops.cx/help/articles/configure-compliance-jurisdictions/index.md): Associate a country or region with an available scheduling rule set.
- [How To Configure Agent States](https://zenops.cx/help/articles/configure-agent-states/index.md): Map platform statuses to adherence treatment and schedule activity types.
- [How To Configure Request Rules](https://zenops.cx/help/articles/configure-request-rules/index.md): Set request validation scope, priority, and violation handling.
- [How To Create A Baseline Forecast](https://zenops.cx/help/articles/create-a-forecast/index.md): Create a representative baseline forecast and verify its source history.
- [How To Upload Forecast Data](https://zenops.cx/help/articles/upload-forecast-data/index.md): Create a forecast from volume or coverage CSVs.
- [How To Review Forecast Outcomes](https://zenops.cx/help/articles/review-forecast-volume-and-staffing-requirements/index.md): Review forecasted demand and required coverage together.
- [Understanding Forecast Models And Accuracy](https://zenops.cx/help/articles/understanding-forecast-models-and-accuracy/index.md): Understand the forecasting models and accuracy measures shown in model comparisons.
- [Investigate Inaccurate Forecasts](https://zenops.cx/help/articles/improve-forecast-accuracy/index.md): Diagnose forecast mismatches by checking comparison scope, historical data, parameters, and model results.
- [How To Configure Adjustments](https://zenops.cx/help/articles/configure-adjustments/index.md): Record expected demand changes for future forecast intervals.
- [How To Configure Outliers](https://zenops.cx/help/articles/configure-outliers/index.md): Exclude unusual historical periods from forecasting data.
- [How To Run A One-Time Reforecast](https://zenops.cx/help/articles/run-a-reforecast/index.md): Regenerate demand for a future window using newer information.
- [How To Schedule A Reforecast](https://zenops.cx/help/articles/schedule-a-reforecast/index.md): Set a recurring reforecast schedule with rolling windows and optional coverage updates.
- [How To Compare A Reforecast With The Baseline](https://zenops.cx/help/articles/compare-a-reforecast-with-the-baseline/index.md): Compare original and refreshed demand for the same scope.
- [How To Change Forecast Parameters](https://zenops.cx/help/articles/change-forecast-parameters/index.md): Update a generated forecast’s settings and review the recalculated planning results.
- [How To Use Forecast Simulation](https://zenops.cx/help/articles/use-forecast-simulation/index.md): Explore how backlog and capacity assumptions affect a forecast scenario.
- [How To Publish Reforecasted Coverage To Schedules](https://zenops.cx/help/articles/publish-reforecasted-coverage/index.md): Apply completed reforecast coverage to schedules and solver runs that use the forecast.
- [How To Review Reforecast Run History](https://zenops.cx/help/articles/review-forecast-run-history/index.md): Find earlier reforecast runs and inspect their status and scope.
- [Find Missing Forecast Data](https://zenops.cx/help/articles/find-missing-forecast-data/index.md): Identify whether scope, source, CSV mapping, or coverage explains missing data.
- [Investigate Unexpected Staffing Requirements](https://zenops.cx/help/articles/investigate-unexpected-staffing-requirements/index.md): Trace surprising coverage to demand, profiles, schedules, or display scope.

## QA (Quality Assurance)

- [What ZenOps QA Does](https://zenops.cx/help/articles/qa-what-zenops-qa-does/index.md): See how QA connects category scorecards, evidence-backed grades, manager review, coaching, and My Quality.
- [How Scorecards, Evaluations, Reviews, And Coaching Fit Together](https://zenops.cx/help/articles/qa-how-scorecards-evaluations-reviews-and-coaching-fit-together/index.md): Follow a QA result from the published scorecard through evaluation, review, agent publication, and coaching.
- [Roles And Access In ZenOps QA](https://zenops.cx/help/articles/qa-roles-and-access-in-zenops-qa/index.md): Understand how Quality permission levels affect QA configuration, raw grades, coaching, appeals, and My Quality.
- [What Data And Access You Need Before QA Setup](https://zenops.cx/help/articles/qa-what-data-and-access-you-need-before-qa-setup/index.md): Prepare Zendesk conversations, service categories, scorecards, access, and a first QA pilot.
- [How To Choose Your First QA Workflow](https://zenops.cx/help/articles/qa-how-to-choose-your-first-qa-workflow/index.md): Choose a small QA pilot built around one category, a clear review question, and representative tickets.
- [How To Plan A QA Rollout For Reviewers, Coaches, And Agents](https://zenops.cx/help/articles/qa-how-to-plan-a-qa-rollout-for-reviewers-coaches-and-agents/index.md): Introduce QA review, publication, coaching, and agent feedback in stages.
- [How To Verify Zendesk Data For QA](https://zenops.cx/help/articles/qa-how-to-verify-zendesk-data-for-qa/index.md): Confirm the Zendesk connection, conversation evidence, category classification, and staff identities needed for QA.
- [How To Prepare Service Categories For QA](https://zenops.cx/help/articles/qa-how-to-prepare-service-categories-for-qa/index.md): Choose an enabled service category and confirm representative conversations are classified in it.
- [How To Assign QA Access](https://zenops.cx/help/articles/qa-how-to-assign-qa-access/index.md): Assign Quality permissions for configuration, review, coaching, and personal results.
- [How To Configure Automated QA For A Category](https://zenops.cx/help/articles/qa-how-to-configure-automated-qa-for-a-category/index.md): Set a category’s eligibility, coverage, evaluation trigger, and automation switch.
- [How Eligibility, Coverage, And Evaluation Timing Work](https://zenops.cx/help/articles/qa-how-eligibility-coverage-and-evaluation-timing-work/index.md): Understand how automated QA filters, selects, and times evaluations.
- [Investigate Why A Category Is Not Ready For QA](https://zenops.cx/help/articles/qa-investigate-why-a-category-is-not-ready-for-qa/index.md): Trace category readiness warnings and missing evaluations to their setup or ticket conditions.
- [How To Create A Scorecard](https://zenops.cx/help/articles/qa-how-to-create-a-scorecard/index.md): Create a draft quality scorecard from the ZenOps starter or a blank standard.
- [How To Add And Weight Criteria](https://zenops.cx/help/articles/qa-how-to-add-and-weight-criteria/index.md): Add clear scoring criteria, grading scales, and balanced weights to a draft.
- [How To Use The Criteria Library](https://zenops.cx/help/articles/qa-how-to-use-the-criteria-library/index.md): Maintain reusable criteria and copy them into scorecard drafts.
- [How Critical Checks And Unscored Insights Work](https://zenops.cx/help/articles/qa-how-critical-checks-and-unscored-insights-work/index.md): Distinguish numeric scores, critical failures, and unscored insights.
- [How To Assign And Publish A Category Scorecard](https://zenops.cx/help/articles/qa-how-to-assign-and-publish-a-category-scorecard/index.md): Publish an immutable scorecard version and activate it for service categories.
- [How Scorecard Versions Affect Evaluations](https://zenops.cx/help/articles/qa-how-scorecard-versions-affect-evaluations/index.md): Understand how drafts and published versions affect new and past evaluations.
- [How To Restore An Earlier Scorecard Version](https://zenops.cx/help/articles/qa-how-to-restore-an-earlier-scorecard-version/index.md): Restore a published scorecard snapshot as a draft and publish a new version.
- [How To Test QA On A Ticket](https://zenops.cx/help/articles/qa-how-to-test-qa-on-a-ticket/index.md): Run the real evaluator on one ticket and inspect its unpublished draft.
- [How To Start A QA Batch](https://zenops.cx/help/articles/qa-how-to-start-a-qa-batch/index.md): Preview and grade a bounded group of already-solved tickets.
- [How To Monitor Evaluation Runs](https://zenops.cx/help/articles/qa-how-to-monitor-evaluation-runs/index.md): Track QA run progress, results, skips, and failures.
- [How To Read An Evaluation And Its Evidence](https://zenops.cx/help/articles/qa-how-to-read-an-evaluation-and-its-evidence/index.md): Read a run’s frozen scorecard, target grades, criterion outcomes, and cited evidence.
- [How To Filter And Export QA Results](https://zenops.cx/help/articles/qa-how-to-filter-and-export-qa-results/index.md): Filter QA runs and download the matching run data as CSV.
- [Investigate A Skipped Or Failed Evaluation](https://zenops.cx/help/articles/qa-investigate-a-skipped-or-failed-evaluation/index.md): Trace a missing grade to its recorded skip, failure, policy, or ticket condition.
- [How To Review And Adjust Criterion Grades](https://zenops.cx/help/articles/qa-how-to-review-and-adjust-criterion-grades/index.md): Approve or correct AI criterion grades while retaining the original evaluation.
- [How Manager Decisions Affect The Effective Score](https://zenops.cx/help/articles/qa-how-manager-decisions-affect-the-effective-score/index.md): Understand how manager decisions change effective scores and critical results.
- [How To Clear A Manager Decision](https://zenops.cx/help/articles/qa-how-to-clear-a-manager-decision/index.md): Remove a criterion decision and return its effective grade to the AI result.
- [How To Publish An Evaluation To An Agent](https://zenops.cx/help/articles/qa-how-to-publish-an-evaluation-to-an-agent/index.md): Publish a reviewed agent grade as a versioned result in My Quality.
- [How To Review And Decide An Appeal](https://zenops.cx/help/articles/qa-how-to-review-and-decide-an-appeal/index.md): Review an agent appeal and record an upheld or corrected decision.
- [How Corrections Affect A Published Result](https://zenops.cx/help/articles/qa-how-corrections-affect-a-published-result/index.md): Understand how saved corrections and new publication versions change agent-visible results.
- [How To Create And Share A Coaching Case](https://zenops.cx/help/articles/qa-how-to-create-and-share-a-coaching-case/index.md): Create a coaching draft, link published QA evidence, and share it with the agent.
- [How To Record A Discussion And Track Actions](https://zenops.cx/help/articles/qa-how-to-record-a-discussion-and-track-actions/index.md): Record a coaching discussion and manage visible follow-up actions.
- [How To Close Or Reopen A Coaching Case](https://zenops.cx/help/articles/qa-how-to-close-or-reopen-a-coaching-case/index.md): Close a completed coaching case or reopen one with a reason.
- [How To Find Coaching Opportunities In QA Results](https://zenops.cx/help/articles/qa-how-to-find-coaching-opportunities-in-qa-results/index.md): Turn QA patterns and published evidence into focused coaching.
- [How To Compare Quality Trends Across Agents And Categories](https://zenops.cx/help/articles/qa-how-to-compare-quality-trends-across-agents-and-categories/index.md): Compare QA trends across a consistent period, origin, agents, categories, and criteria.
- [How To View Your Published QA Results](https://zenops.cx/help/articles/qa-how-to-view-your-published-qa-results/index.md): Find published results and current versions in My Quality.
- [How To Read Your Quality Summary And Evaluation Evidence](https://zenops.cx/help/articles/qa-how-to-read-your-quality-summary-and-evaluation-evidence/index.md): Read monthly QA summaries, criterion patterns, grades, and shared evidence.
- [How To Review And Complete Coaching Actions](https://zenops.cx/help/articles/qa-how-to-review-and-complete-coaching-actions/index.md): Read a shared coaching case, acknowledge updates, and complete actions.
- [How To Appeal A QA Result](https://zenops.cx/help/articles/qa-how-to-appeal-a-qa-result/index.md): Appeal specific criteria in a current published result before its deadline.
- [How To Track Your Appeal](https://zenops.cx/help/articles/qa-how-to-track-your-appeal/index.md): Follow appeal discussion, decisions, corrections, and replacement versions.