Getting started with Zendesk WFM: Agent guide

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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Use Workforce Management to view your schedule, clock in and out, and request time off or shift trades directly within the platform. Access your team's schedule to see who you can trade shifts with or who you'll work with. These features help you manage your workday and schedule changes without needing to switch platforms.</p>
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<p class="p" dir="ltr">Zendesk Workforce management (WFM) helps your organization take a data-driven approach
to planning and scheduling, which means that your schedules will be more predictable and
you’ll also experience less disruption day-to-day. Your manager will be able to better
anticipate and plan for seasonal ticket surges, preventing unexpected overload for you and
your teammates.</p>
<p class="p" dir="ltr">As an agent, you use Zendesk WFM to view your schedule, clock in and out, and
request schedule changes. However, your interactions with it are minimal. Zendesk WFM displays
directly within Zendesk Support, allowing you to view and access it while you work.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_hsv_2zh_hzb">
<li class="li"><a class="xref" href="#topic_nrr_bdm_d1c">Where to find Zendesk WFM</a></li>
<li class="li"><a class="xref" href="#topic_r13_qhm_d1c">Starting and ending your day</a></li>
<li class="li"><a class="xref" href="#topic_jxl_bwm_d1c">Requesting time off and shift
trades</a></li>
<li class="li"><a class="xref" href="#topic_hfm_kjp_21c">Viewing your team’s schedule </a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nrr_bdm_d1c">
<h2 class="title topictitle2" id="ariaid-title2">Where to find Zendesk WFM</h2>
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<p class="p" dir="ltr">After your admin gives you access, you’ll see the Zendesk WFM (<img class="image" id="topic_nrr_bdm_d1c__image_gxp_1mw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_logo_icon.png" width="20">) icon in two areas of Zendesk Support:</p>
<p class="p"><img class="image" id="topic_nrr_bdm_d1c__image_vwr_dmw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_schedule.png" width="850"></p>
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<ul class="ul" id="topic_nrr_bdm_d1c__ul_jc1_ndm_d1c">
<li class="li">Track your time from the top navigation bar.</li>
<li class="li">Access your schedule from the sidebar.<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">Accessing and navigating your agent schedule</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_r13_qhm_d1c">
<h2 class="title topictitle2" id="ariaid-title3">Starting and ending your day</h2>
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<p class="p">When you click the icon in the top navigation bar, the WFM time tracker appears. You can
start your day here if your schedule starts with non-ticketing work, such as a meeting. If

your day starts with ticketing work, Zendesk WFM automatically starts tracking your time and
you don't need to clock in.</p>
<p class="p"><img class="image" id="topic_r13_qhm_d1c__image_d32_pmw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_time_tracker.png" width="600"></p>
<p class="p">When you transition from ticketing to a general task, such as a break or a team meeting,
clock into the general task from the time tracker. Your input helps inform your managers’
data and reporting and ensures that they have a full view of how your time is spent.</p>
<p class="p"><img class="image" id="topic_r13_qhm_d1c__image_frr_tmw_xgc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_time_tracker_task_manager.png" width="400"></p>
<p class="p" dir="ltr">At the end of the shift, clock out from the time tracker by ending your day.
Logging out of or closing Zendesk Support doesn't clock you out so make sure that you end
your day here.</p>
<p class="p" dir="ltr">For more information about tracking your time, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">Starting and ending your day in the Zendesk WFM time tracker</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jxl_bwm_d1c">
<h2 class="title topictitle2" id="ariaid-title4">Requesting time off and shift trades</h2>
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<p class="p">Zendesk WFM gives you visibility into your schedule and helps you request schedule changes.
There's no need to log into another platform to make these requests. Request changes
directly from your schedule within Zendesk Support.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_jhw_swm_d1c">
<h3 class="title topictitle3" id="ariaid-title5">Time off requests</h3>
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<p class="p">Click the time off requests icon (<img class="image" id="topic_jhw_swm_d1c__image_btq_zjp_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_time_off_icon.png" width="18">) within your schedule to request schedule changes. Your manager will have
defined a few common time off reasons, which you can select when making your request.
You'll also have the option to add a comment.</p>
<p class="p"><img class="image" id="topic_jhw_swm_d1c__image_a24_mxm_d1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_timeoff_request_pending.png" width="300"></p>
<p class="p"> Your manager will see your request in their schedule view and receive an email
notification with each request. They’ll approve, deny or respond with comments.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443360882586" target="_blank">Requesting time off</a>.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_lvj_5xm_d1c">
<h3 class="title topictitle3" id="ariaid-title6">Shift trades</h3>
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<p class="p">You may have the option to request a shift trade from a peer if you prefer a change in
shift. For example, if you want to start and end your Mondays later.</p>
<p class="p">In your schedule, request to trade shifts with either a specific agent or send your
request to a shift pool.</p>
<p class="p"><img class="image" id="topic_lvj_5xm_d1c__image_ghv_nym_d1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_schedule_trade_shift_request.png" width="400"></p>
<p class="p">The other agent(s) are notified and they can take your shift or not. You may receive such
a request from a fellow agent, which you can accept or deny.</p>
<p class="p">Your manager can also see you and your teams' list of shift trades.</p>
<p class="p">For more information about how to request and respond to shift trades, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374337946" target="_blank">Trading shifts with other agents</a>.</p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_hfm_kjp_21c">
<h2 class="title topictitle2" id="ariaid-title7">Viewing your team’s schedule</h2>
<div class="body">
<p class="p" dir="ltr">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">team schedule view</a> has been activated by an admin,
you can also see who you can trade a shift with, or who you will be working with in the
course of any day or week.</p>
<p class="p" dir="ltr"> </p>
<p class="p">To view your team members’ schedules, click the <strong class="ph b">Team schedule</strong> button in the top
bar.</p>
<p class="p"><img class="image" id="topic_hfm_kjp_21c__image_y4r_x4w_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_team_schedule.png" width="850"></p>
<p class="p" dir="ltr">You can see an indication of open and pending shift trades, so you know which of
your colleagues are currently involved in a trade. </p>
<p class="p" dir="ltr">Hovering over any shift badge shows you the duration, and the start and end times
of the shift.</p>
<p class="p" dir="ltr">Time-off days are highlighted in red.</p>
<p class="p" dir="ltr">Click any agent to see the details of their schedule. </p>
<p class="p"><img class="image" id="topic_hfm_kjp_21c__image_sj5_1pw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_team_schedule_view.png" width="850"></p>
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