Update for Workforce Management

New or enhanced feature

Admin features

Weekly view for agent schedules

• Workforce Management admins and supervisors can view all agent schedules for an entire week in a single interface within Zoom Workforce Management (WFM). This weekly view displays schedule information in a read-only format, allowing users to quickly assess agent availability and coverage across multiple days. Users can click on any specific day within the weekly view to navigate to the detailed daily schedule view for editing purposes. This enhancement improves workforce planning by consolidating schedule visibility across extended time periods.

Secondary scheduling group assignment

• Workforce Management supervisors can assign agents to secondary scheduling groups for tracking purposes. When viewing agent details in the Users section, secondary scheduling groups assignments are displayed alongside primary assignments. Primary scheduling groups filter remains unchanged, ensuring existing reports and views continue to function as expected. This enhancement provides supervisors with better visibility into agent capabilities and prepares the foundation for future automated routing optimizations.

API for historical data import

• Workforce Management admins can import historical data into Workforce Management (WFM) using an API. The API supports data import for all queue types including voice, emails, chat, social, and work items. Required data fields include time intervals, queue information, volume metrics, handle times, channel, and platform details. Additional optional fields support dialer campaign data with connect percentages and right party metrics. This allows admins to automate data imports from third-party contact center systems on a scheduled basis.