Release notes for Workforce Management

Upcoming Release

Details about upcoming releases will be posted as they become available.


Released

April 12, 2025

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureSeat limits for agent schedulingWorkforce Management supervisors can set minimum and maximum seat limits for different periods throughout the day for each day of the week. The scheduler enforces these limits as hard constraints when creating agent schedules. If there are conflicts between seat limits and shift templates, the system notifies supervisors of the constraint violations. This ensures agents don't exceed available Contact Center as a Service (CCaaS) licenses, optimizing resource use.Web portal
New or enhanced featureMultiple forecast scenarios creationWorkforce Management supervisors can create multiple forecast scenarios with different metrics and volumes to analyze staffing impact. These forecasts can be edited separately, compared side by side in graph and grid views, renamed, or promoted to the primary forecast. All changes are tracked in audit logs, helping supervisors make data-driven staffing decisions.Web portal
New or enhanced featureEnhancements to dynamic daily schedulesWorkforce Management admins can set dynamic shift configurations for specific days, like shorter shifts on Saturdays, and include additional activities beyond meals and breaks. The system no longer labels dynamically assigned workdays as New, offering more flexibility in customizing schedules to meet operational needs.Web portal
New or enhanced featureDeferrable work forecastingWorkforce Management admins can forecast staffing needs for non-real-time channels like email, social media, and voicemail. The system accounts for different service level agreements (SLAs) and lets users set response time goals. Forecasters can define targets for handling interactions within specific timeframes. The forecasting algorithm not only supports separate metrics for deferrable work, but also distributes the deferrable work over a period of time so that overall staffing requirement is uniform throughout the day.Web portal
Agent and consumer features
New or enhanced featureAgent scheduling preferencesAgents can specify and rank three preferred start times for their work schedules at quarter-hour intervals. Admins can enable or disable the agent start time preferences feature, which is disabled by default. Supervisors can view all agent preferences along with their rank values and seniority dates. Agents access and manage their preferences through a dedicated profile settings page. This feature helps create a more accommodating work environment by considering agent scheduling preferences.Web portal

March 15, 2025

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureWorkforce Management integration with Workday HR systemsWorkforce Management admins can integrate their Workday HR systems with Workforce Management to sync out-of-office requests. The system updates vacation balances automatically and maps HR vacation codes to Workforce Management activity codes. When agents take time off, the system deducts it from their HR balance in real time, eliminating the need for manual data entry.Web portal
New or enhanced featureIncreased historical data import size capacityWorkforce management admins can import CSV files up to 50 MB, up from the previous 10 MB limit. This upgrade supports larger data imports, making it easier to onboard bigger contact centers with extensive historical records. The increased file size helps maintain detailed records for better forecasting and resource planning. Admins also have the option to overwrite existing data if there are overlapping records. A progress indicator allows users to track pending file uploads in real time, ensuring a smoother and more efficient import process.Web portal
New or enhanced featureAutomatic approval of agent out-of-office requestsWorkforce Management admins can set rules to automatically approve agent out-of-office requests. They can define thresholds by service group, either as a percentage or a set number of requests. Admins can also limit agent requests per week or month and restrict certain agents from using specific activity codes. This automation simplifies approvals and reduces administrative workload for contact centers.Web portal
Agent and consumer features
New or enhanced featureIntraday alerts for threshold monitoringUsers can set up intraday alerts for contact center metrics based on customizable thresholds. The system continually checks for threshold violations, requiring at least two consecutive violations by default before sending an alert. Thresholds automatically default to 10% to align with intraday reports. Alerts are sent via email or SMS, helping users quickly address performance issues without manual monitoring.Web portal

February 15, 2025

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureWorkforce Management forecasting with APIsWorkforce Management admins can use APIs to access forecasting data, including volume, handle times, and staffing needs. This integration makes it easy to extract and analyze workforce management data. This API integration enables efficient extraction and analysis of workforce management forecasting data.Web portal
New or enhanced featureSpecial days support for forecastingWorkforce Management admins can mark special days for customized forecasting, excluding them from past and future data due to holidays, closures, or anomalies. They can adjust volume or handle time using percentages or fixed values. Special days are highlighted in forecasts and staffing views, with all changes tracked in audit reports. This helps improve forecast accuracy by accounting for unique business events.Web portal
New or enhanced featureLock scheduling for supervisor groupsWorkforce Management admins can enable schedule locking to prevent multiple supervisors from editing the same group's schedule at the same time. When a supervisor edits an agent's schedule, the system locks that group's schedule for the day. Other supervisors see a notification showing who is editing and can choose to be notified when it's done. This helps prevent conflicts, maintain workforce planning accuracy, and avoid version control issues.Web portal
New or enhanced featureDynamic weekly schedule optimizationWorkforce Management admins can set flexible weekly schedules with different shift patterns. The system automatically chooses between 5-day/8-hour or 4-day/10-hour shifts based on staffing needs and agent availability. This helps contact centers optimize resources and ensure steady coverage.Web portal

January 4, 2025

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureSchedule change approvalsWorkforce Management admins can set rules to automatically approve agent schedule changes. Limits can be set on changes per week or month based on activity codes, which can differ by security group. Admins can also disable auto-approvals for specific agents or activity codes. The system verifies that agents belong to schedule groups where schedule changes are permitted, simplifying the process and reducing manual reviews.Web portal
New or enhanced featureForecasting profilesWorkforce Management admins and supervisors can create custom forecasting profiles with specific Key Performance Indicators (KPIs) for each scheduling group, such as SLA, ASA, or occupancy targets. Admins can also specify variable shrinkage to account for different shrinkage values at different times of the day. Within a single forecast, they can configure, view, edit, or delete profiles, with all actions tracked for auditing. This feature simplifies forecasting by managing multiple KPIs in one forecast instead of creating separate forecasts for each target.Web portal
New or enhanced featureCustom work rulesWorkforce Management admins can create custom work rules for specific agents and schedules. The system automatically checks for rule violations, such as maximum hours, break timing, consecutive workdays, and minimum time between shifts. Admins can also set mandatory activities like one-on-one meetings. The system will alert admins when a schedule violates any rules.Web portal

December 15, 2024

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureView-only permission for scheduling groupsWorkforce Management is introducing a view-only permission for certain scheduling groups. This feature allows supervisors to view agents within their designated groups without the ability to make changes.Web portal
New or enhanced featureDynamic weekly schedules with consecutive days offWorkforce Management admins can configure a dynamic or fixed shift template and select the number of days per week a shift should be generated out of the total available days. For example, they can schedule agents to work 5 out of 7 days. Shifts can be either fixed or dynamic, with the option to have consecutive days off.Web portal
New or enhanced featureAbility to export forecastsWorkforce Management admins can export forecasts for any date interval. The exported forecast includes details such as start volume, handle time, and whether edits have been applied. This allows them to easily share and analyze forecast data.Web portal

November 17, 2024

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureUser experience enhancements to forecasting gridThe forecasting system in Workforce Management now automatically shifts to the first data set with non-zero values when it loads, instead of showing all zeros. This helps account owners and admins quickly find relevant data and improves their workflow.Web portal
New or enhanced featureEnhancements to scheduling APIWorkforce Management users can retrieve agent schedule information through a new API. The API returns details like agent name, date, scheduled time, paid time, activity details including name, ID, start and end times for each day's activities.Web portal
New or enhanced featureAutomated approval of agent schedule tradesWorkforce Management admins can set rules for automated approval of agent schedule swaps. They can enable or disable rules such as limiting the number of swaps per week or month, and prohibiting specific agents or activity codes from participating in trades.Web portal

October 20, 2024

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureSupervisor access control for schedule groupsWorkforce Management admins can manage which supervisors can make changes to schedule groups. When a supervisor is assigned to a schedule group, Workforce Management account owners and admins can decide if the supervisor can edit or only view the schedule. Supervisors with editing rights can create schedules, forecast needs, assign agents to shifts, and approve agent requests for that schedule group.Web portal
New or enhanced featureShift bidding for agentsWorkforce Management admins and supervisors can create shift bids for selected agents, allowing them to bid on available shifts based on their preferences. The bids are awarded according to a ranking system set by the admin or supervisor. This feature offers greater flexibility in agent scheduling and helps ensure optimal staffing levels to meet customer needs.Web portal
New or enhanced featureNew agent adherence visualizationUsers can view an agent's scheduled activities alongside their actual adherence status, accessible through a quick link in any adherence report. The report has been improved with a fixed header row for easier column identification while scrolling. The Time Out of Adherence column is now labeled as OOA to save space, with the full name available in a tooltip. A vertical line separates the stop time out of adherence and activity columns, but it disappears when the user turns off the start-stop time view.Web portal
New or enhanced featureNew adherence report landing pageUsers can access a new landing page for adherence reports in Zoom Workforce Management. This page shows a list of past reports, including details like report date, status, service groups, agent count, and covered activities. Users can view report details by clicking on them, but cannot alter the configuration of existing reports. To make changes, they need to create a new report using the available button and settings. This simpler interface helps users easily manage and view their adherence reports.Web portal
New or enhanced featureFixed time zone shift templatesWorkforce Management admins and supervisors can create shift templates that have a fixed time zone. Agents assigned to these templates will have their shifts adjusted to their local time zones. For example, a shift starting at 8 AM Central Time will begin at 9 AM for an agent in the Eastern Time zone.Web portal
New or enhanced featureEnhancements to schedules pageUsers can view more schedules on the schedules page due to reduced white spacing and the ability to collapse the left navigation. Filters and searching are combined into a single line with activities for a cleaner interface. A new More actions menu provides access to additional features like the intraday report and bulk scheduling. These enhancements make it easier to manage and view schedules in Zoom Workforce Management.Web portal
New or enhanced featureAgent filter groupsWorkforce Management admins can assign specific attributes to agents and filter them based on these attributes on various assignment pages, including shift creation, real-time adherence (RTA), reports, and the schedule view page. This feature allows for quick selection of a group of agents for different tasks.Web portal

September 15, 2024

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureUser-based permissions notificationsUsers can assign supervisors to specific scheduling groups for notifications. This ensures that only the assigned supervisors receive notifications for agents in their designated groups, eliminating notifications for agents they aren't responsible for.Web portal
New or enhanced featureServiceNow integrationZoom Workforce Management can be integrated with ServiceNow to import ticketing data for support centers. The integration fetches total volume of tickets every 15 minutes grouped by queue, along with average handle time. This allows Workforce Management to accurately forecast staffing needs based on real-time ticketing data from ServiceNow.Web portal
New or enhanced featureRotational scheduling for agentsWorkforce Management admins can create a rotational shift template (RST) and assign multiple shift templates to it. Agents are assigned to a specific shift template, and the system rotates them through shifts after a set number of weeks or schedules after schedules are generated. If only one shift template is assigned, a warning will notify that no rotation will happen. This helps provide agents with flexible schedules based on business needs or availability, such as when an agent is required to work every third weekend.Web portal
New or enhanced featureLong-term forecastingUsers can create forecasts for 6 to 24 months ahead, based on daily data for call volume and handle time. The forecast is calculated daily, breaking down call volume and handle time by the hour to identify staffing needs. It also factors in shift durations and calculates the total staff required each day, including openers and closers. This provides a comprehensive view of future staffing requirements for effective workforce planning.Web portal
New or enhanced featureDetailed error notificationsInstead of generic error messages, users will receive detailed notifications when an action cannot be completed due to scheduling conflicts or configuration issues. These notifications specify the reason for the error and offer guidance on resolving it, such as adjusting schedules or configurations. This improved error messaging helps users quickly identify and address the root cause of the issue.Web portal

August 18, 2024

New and enhanced features

July 21, 2024

New and enhanced features

June 16, 2024

New and enhanced features

May 19, 2024

New and enhanced features

April 13, 2024

New and enhanced features

February 24, 2024

New and enhanced features

January 13, 2024

New and enhanced features

December 16, 2023

New and enhanced features

November 18, 2023

New and enhanced features

September 16, 2023

Changes to existing features

New and enhanced features

August 19, 2023

New and enhanced features