Update for Workforce Management

New or enhanced feature

Admin features

Support for alternate breaks with dynamic shifts

• Dynamic shifts support more flexible break durations, allowing administrators to configure breaks and lunches in 5-minute increments such as 5, 10, or 20 minutes while ensuring all activities still begin on standard 15-minute intervals. This enhancement addresses the needs of part-time employees and agents working longer shifts who require non-standard break lengths and provides greater scheduling flexibility while maintaining system consistency and reliability.

Forecast vs. actual results report

• A new forecast to actual report is now available, allowing supervisors to easily compare forecasted and actual volumes, average handle duration (AHD), and staffing for a selected period. This report highlights gaps between forecasts and actual results, helping teams spot variations and improve future planning. Data can be viewed daily, weekly, or monthly, with percentage variances included. For more accurate staffing comparisons, supervisors can set shift durations for short-term forecasts to calculate unique staff per day.

Automation rules for Agent Board

• The automation rules for Agent Board in Zoom Workforce Management enable supervisors to automatically manage and approve agent board claims using the same automation framework already available for other agent requests. This enhancement allows organizations to define rules that control eligibility and approvals based on activity codes, offer types, thresholds, claim limits, and specific agent restrictions, enabling consistent policy enforcement and reducing manual oversight.

Enhanced role-based access control for Workforce Management

• Workforce Management (WFM) permissions have been enhanced to provide more flexible and granular access control, with roles now managed in Zoom Core using scopes. WFM appears as a dedicated tab in the Roles section, similar to Quality Management, and can be assigned alongside other roles. New roles include WFM Admin, WFM Supervisor, WFM Supervisor (View Only), and WFM Agent. Custom roles can be created with specific permissions. Supported permissions cover forecast generation and editing, schedule configuration and optimization, AI and bulk scheduling, shift creation and edits, activity codes and work rules, approvals for requests and swaps, automation rules, agent OOO balances, user and filter group management, agent status mapping, and adherence reporting and exceptions. Within WFM, the permissions are scheduling group-based, allowing organizations to control what supervisors can view or manage within their assigned scheduling group.