Zendesk WEM/WFM and QA

by Zendesk

AI-powered workforce engagement software

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Workforce Management

With Zendesk AI-powered workforce management, forecasting, scheduling agents, and tracking performance are a breeze.

  • Offer agents more visibility - Give agents the gift of clarity. Everyone can view their schedule, so there are no surprises when clocking in. Plus, they’ll know exactly when they’re overachieving or need help.
  • Use analytics to plan and customize - Metrics show both problem areas and big wins across teams, ticket types, and individuals. The data can quickly inform how you deploy which agents, and where.
  • Track agent activity in real-time - View what agents are working on and get custom reports when the shift is over. You can see how they spend their time in and out of Zendesk and how well they adhere to schedules.
  • Automatic agent scheduling - Create schedules down to the minute—including training, breaks, and ticket types. Agents get full visibility too, so everyone’s on the same page.
  • AI-powered staffing forecast - Zendesk analyzes your historical data to predict staffing needs in a given day, month, or season. Cut down on overtime costs and lower wait times.

Quality Assurance

We review every single conversation and give you instant insight into your support performance. Customers get a more consistent experience, which builds loyalty—and long-term revenue.

  • AI reviews 100% of conversations - AutoQA analyzes every interaction – including with AI agents – then shows you which ones need extra support. You’ll spend less time hunting through a stack of tickets, and more time actually solving issues.
  • View performance trends - Ticket insights link to your CSAT scores, so you have an even better picture of team performance. Filter by department, team, or individual agent—the data goes deep.
  • Offer coaching to all agents - Thanks to systematic feedback, you’re equipped to give specific performance guidance to your team. Offer 1:1 coaching or schedule trainings to help struggling agents.
  • Spotlight what needs help - Stop wondering what went wrong, and jump straight to the fixing stage. Because Zendesk identifies churn risk, outliers, and escalations, you can easily pinpoint and solve knowledge gaps.