The WFM Unified Agent Status (UAS) Integration EAP improves agent adherence tracking by integrating Zendesk’s Unified Agent Status with Work Force Management (WFM). This upgrade builds on the granular adherence calculations, now offering the flexibility to map agent statuses to specific workstreams, improving accuracy and relevance in adherence monitoring.
Key Changes and Benefits:
- Unified Adherence Monitoring: Combines detailed tracking of agent activities with ticket workstreams, providing greater precision in evaluating adherence.
- Flexible Status Mapping: Users can now define adherence based on unified agent statuses like "Online" or "Away," mapped to specific workstreams, which allows dynamic tracking of what agents are doing.
- Improved Adherence Scenarios: Users can distinguish between adherent and non-adherent activities based on how agents handle tickets and their current status.
- Automation Updates: Automations are simplified; only messages based on taks duration will be sent.
- One-Way Integration: Only changes made via Zendesk’s status selector affect WFM data; WFM changes won’t reflect back in the Zendesk agent status.
- Scheduling: Tasks are now managed through agent statuses rather than general tasks, allowing clearer visibility of agent activity and staffing requirements.
- Improved Reporting: Metrics such as "Idle Time" and "Occupancy" are recalculated to reflect the Unified Agent Status, offering better insights into agent performance. New utilization metric that will also reflect the integration with the Unified Agent Status.
- Agent Activity and Attendance: Monitoring tools are now adapted to track agent activity and statuses more seamlessly.
This EAP centralizes and enriches data, making agent status management and adherence calculations more reliable and adaptable.