The data that’s already in Zendesk is automatically transformed into an accurate forecast of future contact volumes and staffing needs.
Categorize the types of work your agents do and use that info to refine your forecasts. You can even adjust work volume to cover unexpected events.
Setup workstream specific SLAs so you always know each channel's staffing needs.
See the difference between your Forecast and the actual contact volume so you can make adjustments on the fly.
A complete schedule is created based on your staffing forecast. Plan agents' breaks, lunches, and recurring tasks with ease!
Check the number of agents you have scheduled against the forecasted amount and manage the workload down to 30-minute increments.
Adjust workstreams, breaks, lunches, and more for your agents to make sure everything gets done.
Add partial or full days off to give agents the work/life balance they deserve.
Create unique dashboards for each team to always stay current on their performance metrics & KPIs.
Explore your agents' activity in real time with a 360-degree view of their days.
With more than 30 support-related metrics to choose from, you can report on the KPIs that matter to you most.
See if schedule adherence drops in real time so you can make adjustments that let you provide on-point support.
Agents get a seamless experience all right in Zendesk - no need to look elsewhere for their schedules.
No extra steps! Time is automatically tracked as agents go about their days.
Agents can easily clock into other activities using the General Tasks you define.
Empower your agents by being transparent about their KPIs and letting them take charge of their performance.
