Hello Community! The WFM team is thrilled to bring you another EAP.
If you have highly specific forecast and staffing calculation, aggregation, and rounding rules, you can now bring those trusted numbers into Zendesk WFM Forecast via CSV uploads. Two import options are available:
- Forecasted inbound volume import: you can upload your inbound volume forecasts, and Zendesk WFM will use those values as input to its staffing calculations.
- Forecasted inbound volume and required staffing import: you can upload inbound volume forecasts and final staffing numbers directly when you want to own both forecasting and capacity planning.
By importing your customized inbound volumes and final staffing data directly into Forecast Scenarios, you eliminate the need for manual reconciliation and preserve your existing workflows while taking advantage of other Zendesk WFM capabilities, such as auto‑scheduling and reporting. This reduces manual work, increases efficiency, speeds decision‑making, and lowers overhead.
Learn more about Import Forecast EAP here. You can learn how to sign up here.