Zendesk WFM: Initial setup and defining agent work

In this session, the WFM team will walk you through getting started with Zendesk Workforce Management.

What you'll learn:

• Setting up key admin settings to support Workforce Management
• Defining and categorizing agent work for accurate forecasting and scheduling
• Tips and best practices to ensure your setup aligns with your team’s activities

Key highlights:

• Agent experience overview 01:30
• Account settings 09:59
• Teams 13:41
• User Management 17:54
• Roles & permissions 19:41
• Workstreams 24:33

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