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Taking advantage of the priceless data already collected on Zendesk, you can predict how many agents you need, when you’ll need them and what channels they should focus on.
The data that’s already in Zendesk is automatically transformed into an accurate forecast of future contact volumes and staffing needs.
Categorize the types of work your agents do and use that info to refine your forecasts. You can even adjust work volume to cover unexpected events.
Setup workstream specific SLAs so you always know each channel’s staffing needs.
See the difference between your Forecast and the actual contact volume so you can make adjustments on the fly.
Not sure what your agents are focussed on? Need more info on what’s going on so you can make the right call at the right time? Set up dashboards to keep an eye on all the metrics that matter to you.
No learning curve, no new logins, no excuses not to use it! A seamless Zendesk experience means they can do everything they have to do without ever leaving Zendesk.
Spending too much time and effort set up intraday plans for your teams?
With the click of a button, you can generate detailed and adjustable plans – complete with breaks, lunches and recurring tasks.
© 2023 All rights reserved