Understanding Workforce Management account-level settings

The Workforce Management preferences page is where global, account-level settings are adjusted by administrators. Workforce Management admins can configure account-level settings related to scheduling, adherence thresholds, agent status mapping, and more using the preferences page in the web portal.

Requirements for viewing and changing account-level settings

• Zoom Contact Center license
• Zoom Workforce Management license
• Account owner or admin privileges

How to access Preferences.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
   A new tab will open.
3. In the navigation menu, click Preferences.

How to adjust settings in the Workforce Management Preferences General tab

Scheduling, forecasting and reporting

• Date format: The display format for dates pertaining to Workforce Management (e.g., mm/dd/yyyy).
• Time format: The display format for time pertaining to Workforce Management.
• Time zone: Set the time zone used for scheduling, forecasting, and reporting.
• First day of the week: Set what day is the first day of the week. This is set to Monday by default.
• Scheduled time threshold: Set the minimum percentage of time within a specific time interval that an agent needs to be scheduled for their presence to be counted. Adjust the sensitivity of the feature and control how much of the allocated time a user needs to be actively scheduled to be considered as part of the count.
  Click Edit to change this percentage.
• Upcoming schedule activity notification time: If an upcoming activity notification is enabled, this setting determines how far in advance a notification’s recipient is notified.
  Click Edit to change this percentage.
• Ability to set shift to a time zone: Enables or disables an optional time zone field when creating or editing a shift.

Rotational scheduling

The Rotational scheduling setting allows agents to automatically rotate through selected shifts, generating equitable distribution of work across timeframes while maintaining adequate staffing.

Adherence

• Target adherence percentage: Set the adherence percentage ranges used for each adherence category (Good, Could be better, and Insufficient). These categories are used in adherence reporting.
  Click Edit to change these values.
• Daily target percentage goal (%): Set the daily target percentages used in to determine the Overall adherence percentage in adherence reporting.
  Click Edit to change these values.

Manage scheduling groups

The Assign supervisors to scheduling groups setting grants admins the permissions necessary to assign supervisors to scheduling groups. While enabled, supervisors can only view and edit resources within their assigned groups, and will receive notifications based on those groups and notification settings.

Calendar sync

The Automatically sync schedules information unidirectionally between Zoom Workforce Management and integrated calendars setting forces published schedules to sync with available calendar integrations.

How to adjust settings in the Workforce Management Preferences Agent status mapping tab

Map Workforce Management activities to Zoom Contact Center status to determine when an agent is in a certain activity. For example, if the Phone activity is mapped to the Ready and Occupied statuses, agents are considered to be in the Phone activity (and in adherence) if they are in the Ready or Occupied statuses.

• Show calculate adherence activities only: Hides or reveals activities are that are considered in the adherence calculations for an agent.
• Sync: Pushes changes made to status mapping out to relevant activities.

How to map a status to an activity

1. Locate the activity to map a status to.
2. In the Status column, click Add status for the activity.
3. Select the default statuses or custom reasons to map to the activity.
4. Click Add.

How to map a sub-status to an activity

1. Locate the activity to map a status to.
   Note: The activity must have the Not Ready status in order for the option to add a sub-status to appear.
2. In the Sub-status/Reason tab, click Add sub status for the activity.
3. Select the sub-status/reason to map to the activity.
4. Click Apply.

How to adjust settings in the Workforce Management Preferences Agent requests tab

Out of office requests

• Default daily duration: The default daily duration in hours and minutes for a time off request.
  Click Edit to change this value.
• Partial day request: Enable or disable the ability for agents to request partial days off.
• Minimum time duration: Minimum amount of time that an agent can request off.
  Click Edit to change this value.
• Default increment selection: Default increments in minutes when selecting the amount of time off to request.
  Click Edit to change this value.

Schedules

• View agent schedules: Allow or disallow the ability for agents to view the schedules of other agents.
• Schedule activity view: The level of detail an agent sees in the calendar activities of other agents. Choose between a simple overview (Simple) or an in-depth view (Detailed) via the dropdown.
• Schedule swaps: Allow or disallow the ability for agents to swap their schedule with that of another agent.
• Automatic swap approvals: Enable automatic approval of shift swaps based on rules configured in Request management.
• Shift bids: Allow or disallow the ability for agents to bid on shifts.
• Set a scheduled shift bid reminder to agent: Notify agents of shift bidding prior to the bid’s close date, based on the configured value.
  Click Edit to change the value.

Schedule change requests

• Allow agents to request changes on their schedule: Allow or disallow the ability for agents to request changes to their schedule.
• Editable activities by agent: Control which activities an agent can edit on their schedule when requesting a schedule change and what degree of control the agent has over editing that activity.
  Click Add activity to add an additional activity to the list, choosing an existing activity for the row from the dropdown list that appears.
• Automatic schedule change approvals: Enable automatic approval of schedule changes based on rules configured in Request management.

How to adjust settings in the Workforce Management Preferences Notifications tab

The Workforce Management Notifications tab lists all of the Workforce Management notifications available. Here, administrators can toggle which notifications are sent and how they are received.

Notification reception settings

• Email: If checked, the notification will be received via email.
• Activity Center: If checked, the notification will be received via the application Activity Center.
• SMS: If checked, the notification will be received via text.
• Active: Whether or not this notification will be sent.

Out-of-adherence alert time

For the OOA Agent alert and OOA Supervisor alert notifications, administrators can adjust the amount of time an agent must be out-of-adherence (OOA) before a notification is sent to the agent and the supervisor.

1. In the Notifications tab in Workforce Management Preferences, next to the notification with the time interval you wish to adjust, click the gear icon .
   A pop-up will appear.
2. In the time field, enter the time an agent must be out-of-adherence before the notification is sent, in minutes.
3. Click Save.

How to adjust settings in the Workforce Management Preferences Integrations tab

The Integrations tab allows admins to manage integrations with Workforce Management, such as ServiceNow.

Adding integrations

1. Click Add integration to add a new integration to Workforce Management.
2. Select an integration to add from the dropdown menu that appears.
   A configuration page will appear.
3. Fill out the required fields with information from your third-party integration to complete the setup process.
4. (Optional): Choose whether or not the integration is enabled at launch by enabling or disabling the Active toggle.
5. Click Save.

Editing integration configurations

1. Locate the integration you wish to edit.
2. Click the ellipsis .
3. Click Edit configuration.
   A pop-up will appear.
4. Make your desired changes to the integration’s configuration.
5. Click Save.

Editing integration authorizations

1. Locate the integration you wish to edit.
2. Click the ellipsis .
3. Click Edit authorization.
   The configuration page will appear.
   Note: Only the authorization-related settings will be editable when this page is accessed in this way.
4. Make your desired changes to the integration’s authorization settings.
5. Click Save.