1. Purpose
This SOP outlines the guidelines and procedures for utilizing the Zendesk Workforce Management (WFM) platform. The goal is to automate staffing, optimize scheduling through AI forecasting, and ensure transparent performance monitoring to enhance team efficiency.
2. System Access & Navigation
Access Point: Open WFM via the Zendesk product tray or the sidebar application.
Status Management: Use the Activity Lock feature when switching between tickets. This prevents automatic status changes and ensures time-tracking accuracy.
Permissions: * Admins: Full platform configuration and oversight.
Agents: Limited view restricted to individual schedules and activity boards.
3. Scheduling & Attendance Rules
To maintain compliance with labor standards and operational needs, the following constraints are hard-coded into the system:
3.1 Shift Parameters
Work Week: Maximum of 40–45 hours per week.
Standard Schedule: Monday to Friday (Weekends off).
Rest Periods: A minimum of 12 hours of rest is required between shifts.
Location: Cape Town (South Africa) time zone configuration.
3.2 Shift Design
Task Insertion: Breaks, lunch, and meetings are scheduled as "minutes into shift" (e.g., Lunch at 240 minutes) rather than fixed clock times.
Autonomy: Agents may view and swap shifts within the platform. Swaps may require manager approval based on role-specific requirements.
4. Activity Monitoring & Work Streams
Accuracy in tracking depends on the correct categorization of work.
4.1 Work Streams
Agents must be assigned to specific Work Streams (e.g., Support, Sales, Recruitment) to ensure data integrity.
Filters: Streams are defined by ticket channels, tags, and forms.
Visual Aids: Use the assigned color codes on the activity board to differentiate between work types at a glance.
4.2 General Tasks
Non-ticket activities (Meetings, Training, Breaks) must be logged under General Tasks.
Ensure the Occupancy Setting is correctly toggled to indicate if the time is Paid or Productive.
5. Performance Metrics & Forecasting
Managers should utilize the live dashboards for real-time adjustments rather than waiting for Zendesk Explore reports.
KPI Benchmarks: * Average Handle Time (AHT): 4 minutes.
Metrics: Monitor First Response Time and total time spent on tickets via the Leaderboard.
Demand Forecasting: Review AI-generated forecasts for seasonal spikes (e.g., Black Friday/Christmas) to adjust staffing levels proactively.
6. Leave Management
The hierarchy for leave approvals is structured by team assignment.
Request Submission: Agents must categorize leave as Planned (Annual, Study) or Unplanned (Sick, Family Responsibility).
Approval Flow: Requests are routed to the designated Team Manager (e.g., Lané for Zoe/Duane; Dave for Lané).
Balance Deduction: The system automatically updates leave balances based on the "Planned vs. Unplanned" classification.