Announcing an improved staffing forecast calculation for WFM

Announced on | Rollout on
November 19, 2025 | November 19, 2025

Zendesk Workforce Management (WFM) is improving the way staffing forecast numbers are calculated and displayed.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Staffing forecast calculations and results are now rounded to one decimal place.

Why is Zendesk making this change?

This update helps prevent overestimations caused by rounding up whole numbers, especially when inbound volume is low.

What do I need to do?

No immediate action is required. This improvement will be available automatically in your account. However, this update does not apply automatically to previously generated staffing forecasts. Forecasts are calculated and displayed with one decimal place only when recalculated starting November 19, 2025. To learn more, see Understanding required staffing.

If you have product feedback or feature requests 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.