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Workforce management

End team inefficiencies with Zendesk

With Zendesk AI-powered workforce management, forecasting, scheduling agents and tracking performance are a breeze.

BENEFITS

Organised employees are good
for business

Improve productivity

Performance reporting and real-time activity tracking show how agents spend their time, so you can lead a more efficient team.

Manage costs

AI-powered forecasting shows you exactly how many agents you’ll need, which reduces overtime and scheduling gaps.

Protect your time

With auto schedule, personalise each team member’s shift, saving time for both managers and agents.

Empower agents

Agents can view every task in advance, and they get in-depth insights into their work. Clarity cements team loyalty.

FEATURES

The simplest way to manage your staff

An admin schedules their team's daily tasks by ticket type, breaks and lunch. Each category is given a different colour.
The admin can dig deeper into each agent's work. They can view the agent's schedule, status, adherence and productivity, each of which are represented by a different bar graph.
“Zendesk will pull analytics about team and agent performance. This chart shows an agent's average handle time and occupancy rate, but you can customise to fit your team's needs.”
Admins aren't the only ones who can view schedule details. Agents also receive an in-depth, colour-coded chart of their time on the clock.

Zendesk analyses your historical data to predict staffing needs in a given day, month or season. Cut down on overtime costs and lower wait times.

testimonials

Wyze Labs

10x

Business growth

98%

Improvement in first call resolution

“We’re going to continue to chase technology and integrate AI into our customer support program. As long as Zendesk continues to be an innovator, we will continue to choose Zendesk.”

Chuck Courtney

Support Manager, Wyze Labs

Read customer story

Resources

Frequently asked questions

Right now, customers on any Basic or Suite plan can use Zendesk WFM. If you want to start a free trial, reach out to us here.

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Try workforce management for free