Changing Workforce Management account-level settings

The Preferences page allows Workforce Management admins to configure account-level settings related to scheduling, adherence thresholds, and agent status mapping.

This article covers:

• How to change account-level settings
• General tab
  • Scheduling, forecasting and reporting section
  • Adherence section
• Agent status mapping tab
  • How to map a status to an activity
  • How to map a sub-status to an activity

Prerequisites for changing account-level settings

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

How to change account-level settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Preferences.
4. Change the following settings.

General tab

Scheduling, forecasting and reporting section

• 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.

Adherence section

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

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. You will see a list of default and custom activities.

How to map a status to an activity

1. Locate the activity to map a status to.
2. In the Status tab, 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.
2. In the Sub Status tab, click Add sub status for the activity.
3. Select the sub-status to map to the activity.
4. Click Apply.