Announcing the general availability of WFM forecast scenarios

Announced on | Rollout starts | Rollout ends
February 10, 2026 | February 10, 2026 | February 12, 2026

We’re excited to announce that all Zendesk Workforce Management (WFM) customers can now access Forecast scenarios.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Forecast scenarios are customizable sets of forecast parameters that allow you to experiment with different algorithms and settings. This feature allows you to create multiple versions of forecasts, assess and compare them, and then select the most suitable one as the active scenario.

The tool is designed to provide flexibility and control over forecast planning by allowing you to simulate various scenarios without impacting existing data or results.

Watch this short video for an overview of WFM Forecast scenarios:

Forecast scenarios demo (1:07)

Why is Zendesk making this change?

This feature significantly improves the WFM Forecast experience. Forecast scenarios allow you to test various forecasting scenarios and make agile decisions in real-time. Additionally, they enhance transparency and trust in the forecasting process by allowing comparisons and facilitating clear communication with stakeholders. Furthermore, this functionality optimizes staffing and cost efficiency by simulating different staffing outcomes, which helps balance service quality with operational costs.

What do I need to do?

No immediate action is required. This new feature will be available automatically in your account. To learn more see Viewing and managing forecast scenarios.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.