Overview

This section provides a brief overview of the Workforce Management product and capabilities.

Workforce Management is a powerful, omnichannel contact center enhancement designed to simplify forecasting and creating optimal schedules

Zoom Workforce Management is a powerful, omnichannel contact center enhancement that simplifies the tasks of forecasting future engagement volume and managing staff schedules. With a range of scheduling tools like Scheduling Groups, Activities, and Shifts, Workforce Management streamlines the scheduling process, reducing the manual labor required to create and adjust schedules, even in dynamic environments.

Workforce Management currently supports forecasting for the voice, video, messaging, and email contact channels

Workforce Management currently supports forecasting for the voice, video, messaging (SMS, social media, etc.), and email contact channels.

Workforce Management forecasts future engagement volume using historical data trends and can account for key metrics in the schedule

When creating a Forecast, Workforce Management utilizes months of historical engagement data to predict future engagement volume. The resulting schedule can then be enhanced by incorporating key metrics, such as service level agreement targets, occupancy rates, average speed of answer, and shrinkage, helping accurately anticipate the staffing levels needed to meet the forecasted demand.

Workforce Management includes a real-time Adherence dashboard for intraday staff management, providing insight to how the schedule is being followed

Workforce Management includes a real-time Adherence dashboard for intraday employee and team management, providing contact center supervisors with live insight into how the schedule is being followed. Data included within the Adherence Dashboard includes:

Agent Adherence Overall Adherence (Team Level) Agent Name In/Out Status Scheduled Activity	Ready Status Sub-Status Time In Status Time Out of Adherence Daily Agent Adherence Percentage

Workforce Management is currently compatible with Zoom Contact Center, with plans to expand to support additional contact centers over time

Workforce Management is currently exclusively compatible with Zoom Contact Center; however, Zoom plans to expand Workforce Management to support other contact center services over time.

Workforce Management is available globally in Zoom’s U.S. cluster and locally within Zoom’s European-specific cluster

Zoom Workforce Management is globally available to all customers hosted on Zoom’s UnitedStates-based cluster (US01). Alternatively, Workforce Management is also available locally within Europe for customers hosted on Zoom’s European-based cluster (EU01). If you are not sure which cluster is applicable to your account, speak to your account team for more information.

Workforce Management is a part of Zoom’s Workforce Engagement Management Suite

Workforce Management is a component of Zoom's Workforce Engagement Management (WEM) suite, which comprises add-on solutions designed to enhance Zoom Contact Center capabilities. When used in conjunction with Quality Management — another WEM suite product — Zoom Contact Center managers can improve their call center and agent performance. Features of Quality Management include conversation analytics, interaction scorecords, trend analysis, and more. To learn more about the Workforce Engagement Management suite, reach out to your Zoom account team.