Update for Workforce Management

Improvements

New or enhanced feature

Welcome page for Workforce Management new users

• A welcome page is presented to Workforce Management admins when accessing the platform for the first time, guiding them through key setup steps. The page offers a structured workflow, starting with connecting Zoom Contact Center, then moving through service group creation, queue assignments, and agent setup. It also walks admins through configuring preferences, defining activities, and setting up forecasting. This guided onboarding experience makes it easier to get Workforce Management up and running efficiently.

Organizational groups for schedule groups

• Workforce Management admins can create organizational groups to manage multiple schedule groups in a hierarchical structure. Schedule groups can be assigned to organizational groups, allowing for simplified management and permissions configuration. Users can filter reports, schedules, and adherence data by organizational groups. The feature includes forecast profile creation for unique key performance indicators at the organizational group level. This new hierarchical structure simplifies the management of multiple schedule groups and improves operational efficiency.

Enhancements to adherence reporting

• Workforce Management admins can enter adherence exceptions directly within the adherence report. They can select individual or multiple out-of-adherence (OOA) events to be excluded from adherence calculations. The adherence visualization updates to show smaller time intervals than 15 minutes and displays visual indicators for entered exceptions. An audit log tracks all adherence exceptions and the users who entered them. This feature helps organizations maintain accurate adherence reporting by accounting for legitimate scheduling exceptions.

Bulk scheduling activities

• Workforce Management admins can set recurring indicators for bulk scheduled activities in Workforce Management. For fixed bulk activities, admins can configure weekly repetitions with an end date, while flexible bulk activities support daily, weekly, or monthly repetitions. The system automatically schedules recurring activities based on existing processes and handles any scheduling conflicts through the standard conflict resolution workflow.

Automated scheduling from adherence

• Workforce Management admins can enable automatic schedule updates based on adherence reports at the schedule group level. When enabled, the system generates an adherence report at 2:00 a.m. in the selected time zone and automatically updates agent schedules using configured activity codes for late arrivals and early departures. Admins can set custom grace period thresholds for both start and end time adherence, with a default of zero minutes. This feature significantly reduces the manual effort required to update schedules for agents who arrive late or leave early.

Automated forecast scheduling

• Workforce Management admins can automate the creation of short term forecasts by scheduling them on a recurring basis. They can set short term forecasts to be created automatically on a recurring basis for a period of 1, 2, 3 or 4 weeks. Admins can specify when forecasts should be created, such as 5 days before the forecasting period. The scheduled forecasts maintain the same scheduling groups and forecasting metrics as the original template forecast. They can also view and manage recurring forecasts through a calendar view, with options to delete individual instances or entire series.

AI-generated adherence insights

• Supervisors can analyze agent adherence through natural language queries about trends, behaviors, and out-of-adherence patterns. The system provides insights based on agent adherence scores such as identifying agents with highest or lowest adherence scores, adherence trends such as identifying agents with declining adherence scores, and root causes of out-of-adherence incidents. Responses include visualization options through View Report for graphical analysis and direct links to either historical or real-time adherence views. For open-ended questions, the system clearly states its analysis parameters such as time period and agent group scope. The system also suggests for the follow-up questions based on the context of conversation. This conversational approach simplifies adherence monitoring and helps supervisors make data-driven decisions more efficiently.

Changed feature

Admin features

Preference navigation and agent settings reorganization

• The Preferences page has been reorganized to improve navigation and usability. A new right-hand panel allows account owners and admins to quickly access specific permissions. The General tab has been renamed Admin preferences , while agent-related settings are now grouped under a new Agent preferences tab. The Adherence section has moved to Agent status mapping , and Calendar sync settings are now located under Agent preferences . These changes make it easier to find and manage system preferences.