Update for Workforce Management

New or enhanced feature

Admin features

Supervisor access control for schedule groups

• Workforce Management admins can manage which supervisors can make changes to schedule groups. When a supervisor is assigned to a schedule group, Workforce Management account owners and admins can decide if the supervisor can edit or only view the schedule. Supervisors with editing rights can create schedules, forecast needs, assign agents to shifts, and approve agent requests for that schedule group.

Shift bidding for agents

• Workforce Management admins and supervisors can create shift bids for selected agents, allowing them to bid on available shifts based on their preferences. The bids are awarded according to a ranking system set by the admin or supervisor. This feature offers greater flexibility in agent scheduling and helps ensure optimal staffing levels to meet customer needs.

New agent adherence visualization

• Users can view an agent's scheduled activities alongside their actual adherence status, accessible through a quick link in any adherence report. The report has been improved with a fixed header row for easier column identification while scrolling. The Time Out of Adherence column is now labeled as OOA to save space, with the full name available in a tooltip. A vertical line separates the stop time out of adherence and activity columns, but it disappears when the user turns off the start-stop time view.

New adherence report landing page

• Users can access a new landing page for adherence reports in Zoom Workforce Management. This page shows a list of past reports, including details like report date, status, service groups, agent count, and covered activities. Users can view report details by clicking on them, but cannot alter the configuration of existing reports. To make changes, they need to create a new report using the available button and settings. This simpler interface helps users easily manage and view their adherence reports.

Fixed time zone shift templates

• Workforce Management admins and supervisors can create shift templates that have a fixed time zone. Agents assigned to these templates will have their shifts adjusted to their local time zones. For example, a shift starting at 8 AM Central Time will begin at 9 AM for an agent in the Eastern Time zone.

Enhancements to schedules page

• Users can view more schedules on the schedules page due to reduced white spacing and the ability to collapse the left navigation. Filters and searching are combined into a single line with activities for a cleaner interface. A new More actions menu provides access to additional features like the intraday report and bulk scheduling. These enhancements make it easier to manage and view schedules in Zoom Workforce Management.

Agent filter groups

• Workforce Management admins can assign specific attributes to agents and filter them based on these attributes on various assignment pages, including shift creation, real-time adherence (RTA), reports, and the schedule view page. This feature allows for quick selection of a group of agents for different tasks.