Workforce Engagement Management

I would like to make a complaint. Please provide an email to your complaints department.

Welcome to all new Zendesk community members! This Zendesk QA (formerly known as Klaus) topic, within Zendesk, is your ideal spot for seeking answers and asking questions on quality assurance.Count on it as your educational resource and a place to interact with other community members like you. We are a supportive and friendly group, always eager to assist - so there's no need to hesitate with any question or concern that comes up.Our single most important goal for this topic is to help you create, build, or support the best support teams possible and leverage ZendeskQA to make the most out of the QA experience. We simply can't wait to connect with you!Remember, every question is an opportunity for learning; whether you're a seasoned user of a quality tool like Zendesk QA or brand new to our community, we wholeheartedly urge you to chime into conversations, ask away your queries, and keep your hunger for learning alive. Keep an eye out for regular updates and do

Hi Team, I'm trying to understand all the algorithms available in ZD WFM, I would like to know the best algorithm you recommend to use to avoid past unexpected peaks to impact future projections.I was trying to use the “Outliers” section, but doesn't allow input and “x” amount of contacts to be excluded, you can only specify the interval range or the entire date to be excluded completely for future calculations. Thanks in advance, Edwin Franco

Is is possible to remove the NA option on the scorecard through an admin function?

Hi, I wanted to check if any changes have been made to the AI algorithm, specifically in how it assesses Empathy and Closing.We evaluate two different teams in Zendesk QA, and since January 9th, we've noticed a significant shift in AI scores for these categories in both teams. There haven't been any major changes on our end, so I was wondering if there might have been an update to the algorithm that could explain this?  Regards,Rose

Können feste Aufgaben außerhalb von Zendesk (Zum Beispiel Retourenbearbeitung) auch in der Prognose berücksichtigt werden, sobald Mitarbeiter damit beginnen diese allgemeinen Aufgaben im WFM zu buchen?

Can someone help me on how to setup the Time tracker to track Google Sheets which is outside Zendesk? I already configure general tasks and was able to track other sites except Google sheet.

We started using the tracking agent time spent outside of Zendesk, but then realized this extension simply stops working, everyday, for multiple agents, forcing us to re-install the extension every time it stops working, even requiring some agents to do it multiple times until it starts working again. This issue has caused a drastic impact in our metrics and divergent data from one agent to another.

Does pinning tabs in Google Chrome impact the functionality of the "Zendesk Time Tracker" extension?

Hi Support Team, Could you confirm if Agent Omnichannel Statuses are changed, does Tymeshift capture and analyse them?Thanks,Minh

Is there a way we can automatically set an agent's status to online when they've started their day on Tymeshift? 

Does Timeshift track any activities in Zendesk Talk app? Does it work the same way as AWS Connect app? 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences) When an agent locks their PC, Tymeshift should stop tracking time on the current ticket and resume tracking time when the PC is unlocked, similar to the behavior when a PC goes to sleep.  What problem do you see this solving? (1-2 sentences)  We use Tymeshift to track agent activity and agents will often leave the last ticket they worked on up on their screen when they leave their desk. If they don't select that they are taking a break, the time continues to track on the ticket, even though their PC is locked and they clearly are not working on that ticket.  When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your

One of our Agents is not longer working for us and his position will not be filled until further notice. How can that agent's tickets to be reassigned to a different agent automatically so they're not ignored?  Please note: The agent who holds our zendesk owner status is out for a couple of weeks so I may not have access to make this change and/or have knowledge how to begin to make the change. 

Hi! We're currently trying to find the right tool for us to help automate / make easier the quality assurance process of our agents tickets. We want to look mostly at criteria that are not measured by other areas: i.e. the human factors of the ticket. E.g.: Sentiment: Was the agent kind in their language? Urgency: Did the agent's approach match the urgency of the ticket (i.e. short concise answers if the client is agitated?) Language: Is the spelling & grammar correct? Language: Is clear language used (i.e. non-technical / internal jargon) etc. Do you have any suggestions? Any feedback? I'd love to hear them! Best, Alex

Is there any page with the main articles an agent would need to work on tickets and anything related to their permissions?  I already have this link: https://support.zendesk.com/hc/en-us/categories/5021364328218 But for a new agent is hard to know where to go, I was thinking of something more straight forward specific for agents with the main articles.

I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate this process? 

As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Even through the API, if I try to call the Show View endpoint, I get a Record Not Found response.

Hello, I would like to route ticket evenly among three agents.Is there a way where Zendesk can allow that ?   Thank you

We switched to Zendesk a little over a year ago now - a lot has happened since :) We have grown by 3 brands, with multiple groups, of course all that meant loads of new triggers for routing tickets, as well as along the way trying to automate as much as we can.  Now a couple of weeks ago, we were finally able to automate our clean brand separation, by adding a new workflow of triggers/tags etc. It seems that there could now be some conflict between the new workflow and some of our old-workflows ..... long story short: is there a best practice recommendation on how to audit your trigger/workflows set ups once/twice per year?  I know I can check how triggers fire, and come across individual cases were we can tweak things here and there. But I would like to perform a once/twice per year overall audit on our set up, to make sure nothing is falling of the radar.  Hope this makes sense. Wasn't able to find anything on this online so far. Maybe someone h

We have just implemented zendesk into our business and I would love to know the ideal team structure to continue to optimise zendesk. Do you have dedicated roles just for zendesk product ownership/admin?

I'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of tickets created each month. I've been banging my head because of many variables such as escalation rates, solve rate, personal backlog, average ticket handle time, etc. Does anyone have a magic formula or recommendations? For example, I'd like to calculate the number of agents needed based on X number of new tickets per month. I'd also be open to consulting firms/services specializing in this. Thanks!

Hi! Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem to find some of the best case practices on what to do in this situation. We want to distribute tickets automatically between 3 agents, but If possible the agent that started solving the issue should also cover all the other connected tickets from that email (customer). Can you please guide me in the right direction? How do we set this up? What are some of the best practices? Thank you

Hi.There is a problem on my team going on with agents 'stealing' tickets from each other by assigning those to themselves to get the solve. We do not use auto assignment as it would not make sense in our current setup. Best I could find is a way to prevent agents from reassigning tickets to themselves, but the ticket ends up unassigned and the thief can then reassign it to themselves.Any solution to that problem?Kind regards,

Hello, We are a small company expanding additional departments into using Zendesk. A new department we want to add has VERY different time expectations on responses and "resolution" times. I was thinking that using a unique form would be a good start. In addition to that, since the triggers / automatons would be different in nature, is it easier to add them to our existing 1 "brand" (where everything else is) OR to create a new "brand" (even though it's a department) and set everything up through that way and keep them separate? My once issue with this ladder approach is that sometimes questions related to that department may come in at the primary customer service location - would they be able to transfer a ticket to another "brand"? I'm open to ideas! Thanks.