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Zoom Workforce Management

This section provides a brief overview of the agent experience within Zoom Workforce Management.

Note This section assumes that users are assigned a Zoom Workforce Management license and that the product is fully configured within an account, including key features like Forecasts, Schedules, Activities, Shifts, and more. Processes described within this section are not exhaustive, and are intended to provide a general understanding of using the product on a day-to-day basis. Readers with questions are encouraged to refer to the Zoom Workforce Management Explainer section for a comprehensive overview of the product and its fundamental components, or speak with their Zoom Account team for more information.

Viewing the Schedule

From the web portal, Zoom Workforce Management agents can view their published schedules, including their scheduled Activities for the duration of their shifts. If authorized, agents can also use this screen to view the schedules of other agents within the same Scheduling Group.

Schedule Change Requests

If authorized, agents can request to add, change, or delete their scheduled Activity or an Activity’s start/end time from their Schedule. This grants agents flexibility to request ad-hoc changes to their schedule in the event of unforeseen circumstances or to move a break to a different time. If approved by a supervisor, this will automatically apply the modified Activity to the user’s schedule.

Refer to Zoom’s support center for more information on requesting schedule changes or time off.

Out-of-Office Requests

Similar to Schedule Change Requests, agents can use the Zoom Workforce Management web portal to request time off. If approved by a supervisor, this will automatically apply the relevant out-of-office Activity to the user’s schedule.

Refer to Zoom’s support center for more information on requesting schedule changes or time off.

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