Workforce Management

It would be helpful for scheduling purposes to have a metric that shows actual time worked vs scheduled. For example: if a rep is scheduled for 4 hours on phones and only talks on the phone for 1 hour, that would be a 25% utilization rate.

We don't currently provide email, chat, phone occupancy for Zendesk UAS. Occupancy is a core WFM metric that customers use to track their support org health.

We don't currently provide occupancy metrics for our Salesforce integration. The ask is to provide it across all channels + total

The "Sum" row rounds up to the nearest whole number, and this causes inaccurate reporting for payroll, requirements, etc.

While we already have occupancy per channel, we'd like to see overall occupancy (all channels) per agent

it would really help for agents to see their own productivity metrics....we currently have an all or nothing dashboard. This would be empowering for the agent!

As a manager looking at my Team performance report, I would like to have an occupancy metric for email. Some way to track how my agents are actively working on emails.

To contextualize solve/hour, would be helpful to see CSAT next to other metrics for agents.

Add occupancy metric for Phones for those that have a Talkdesk integration