Update for Workforce Management

New or enhanced feature

Admin features

Voluntary unpaid time off Agent Board offers

• Supervisors can create new offers for agents to take voluntary unpaid time off (designed for surplusing agents) using a new out-of-the-box activity called Voluntary Off or other activity they choose . This unpaid activity allows supervisors to set specific start times and durations for the time-off period. Supervisors can configure the activity to begin at a designated time and end with the agent's shift, or select a duration that works backward from the end of shift. The feature includes a default Out of Office (OOO) code that supervisors can customize when creating offers.

Agent and consumer features

Workforce Management availability in Zoom Workplace app

• Agents can access Workforce Management (WFM) features directly within the Zoom Workplace app. They can view their WFM schedules, submit out-of-office requests, request schedule changes or swaps, and interact with the agent board. Admins and supervisors maintain their existing web portal access for management tasks. This enhancement helps improve agent productivity by bringing essential WFM tools into their daily workspace.