Workforce Management

When an agent is out of Adherence, have an alert notification pop up notifying them that they are out of Adherence.

Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence. I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.

That way we can tell at a glance where people are having problems - "half my team is logging in late" etc.

In Zendesk, agents need to set themselves as available, away or unavailable. In order to eliminate the issues that comes with any manual task, as a manager, I'd like to automatically set them to available and unavailable based on their schedules start and end times.

It would be helpful to have a report that allows us to export only the out-of-adherence periods to a spreadsheet. This would support coaching and development efforts by providing targeted insights.

Currently, if an agent calls in sick after working only the first 15 minutes of their shift with poor adherence during that time, it is treated equivalent to if they had worked an entire shift.

Ability to choose which source is priority based on event. Use case: We have two teams (Chat & Phone) Chat is with Kustomer and Phone is with UJet. Email is for both teams and is done in Kustomer. Our agents do both chat & email during a 5 hour shift along with emails in between. Have the ability for the phone event to check UJet & Phone team in Kustomer for adherence but for the Chat event check Kustomer chat team for adherence. Currently our adherence is inaccurate without this ability.

Ability to edit in real time or retroactively

In the adherence view, where it lists tickets viewed in Zendesk, can we have some sort of visual or written indicator if the agent took action on that ticket vs simply viewed it?

I should be able to view total Hours Out of Adherence (OOA) and the percentage of time OOA in the scorecard and team performance report, rather than only seeing it per user per day.