Zendesk WFM: Reporting and forecasting fundamentals

Welcome to Part 2 of our Workforce Management (WFM) Onboarding Series! 🚀 In this session, Eddy Priore and Teresa from the Zendesk WFM Success Team walk you through the essentials of reporting and forecasting within Zendesk’s WFM tool.

Whether you’re new to WFM or looking to level up your skills, this webinar covers everything you need to know about:

✔️ Understanding real-time agent activity, attendance, and status tracking

✔️ Utilizing historical data for insightful reporting

✔️ Creating and customizing reports and dashboards

✔️ Segmenting work with work streams for accurate forecasting

✔️ Setting staffing parameters and adjusting algorithms for precise forecasts

✔️ Best practices, tips, and tricks for efficient workforce planning

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