Added WFM to the Zendesk product tray for easier access Zendesk WFM has a new official icon for an integrated experience across the Zendesk platform. Zendesk admins can now access Workforce Female number data Management directly from the product tray in the top right corner of the screen. Newly designed pages General Tasks Admins can now set up general tasks in Zendesk WFM, allowing them to track time for activities or tasks that occur outside of the Zendesk platform (such as lunch breaks, meetings, training, and quality assurance). This also allows managers and admins to view time logged on the Agent Activity page. Account Settings Page On this newly created page, administrators can set the following options for their support team: – Time preferences , such as time zones and week starts. – Monitoring: Admins can set whether the Task Lock button is visible to all agents in the top bar app.
If this setting is disabled, the Task Lock button will not be displayed. – Top bar options: Admins can set whether the numeric timer is visible to all agents in the top bar app. This timer shows how long an activity has been running. If this setting is disabled, the timer will not be displayed. Admins can also set whether the General Tasks selection drop-down menu is displayed to all agents in the top bar app. If this setting is disabled, agents will no longer be able to manually select a General Task. Creating and managing roles that grant access to resources Roles and permissions ensure that users only have access to the Zendesk WFM features they need to use. Permissions are a way to grant or revoke a set of rules that allow users to see or access certain parts of Zendesk WFM. The Permissions tab is segmented by area or general purpose of the page (forecasting, scheduling, reporting, administration, and agents). Additionally, each account has two default roles: admin and agent. Users assigned the default admin role have permissions to access all Zendesk WFM features, while the default agent role only has access to agent scheduling. However, agent permissions and scopes cannot be changed, while admins have the flexibility to create customer roles however they see fit.