Zendesk WFM product limits

This article outlines the product limits for Workforce Management (WFM), detailing maximum thresholds for monitoring, reporting, scheduling, and administration. Understanding these limits helps you manage data effectively, anticipate occasional inconsistencies, and ensure optimal system performance. Key limits include dashboard and widget counts, file sizes, and scheduling intervals. Regular updates may introduce new limits based on usage patterns.


The Workforce Management (WFM) system processes large
volumes of data in near real-time, balancing speed, scalability, and accuracy. This article
outlines the maximum product limits that are in place for Zendesk WFM.
Because Zendesk WFM operates in a distributed, real-time environment, you may occasionally
notice slight differences or inconsistencies in the data. Minor data differences are a normal
part of real-time, distributed systems. Such differences are typically small in relation to
the overall data and rarely impact your day-to-day decisions. It's helpful to share this
information with your team to help them understand the reasons for occasional small inconsistencies.
This article contains the following topics:

Limits for WFM Monitoring and
Reporting
Limits for WFM
Scheduling
Limits for WFM
Administration



Note: This article will continue to be updated, as we may introduce additional limits in the
future based on usage.



Limits for WFM monitoring and reporting

The following table shows the maximum limits for Zendesk WFM monitoring and reporting.









Page
Feature
Limits


Dashboard
Maximum number of dashboards
10


Maximum number of widgets per dashboard
12


Reports
File size
< 15 MB


UI response timeout
< 15 sec



Daterange picker future max
(the maximum number of days that can be selected in the future)

-1 (we currently don't allow a current day selection)


Data granularity per time frame selected


1 day or less: data is displayed in 15m or 30m intervals
7 days or less: data is displayed daily and hourly
31 days or less: data is displayed weekly and daily
13 weeks or less: data is displayed weekly, monthly and
quarterly
Up to 58 weeks (or the equivalent of 13 months): data is displayed
monthly and quarterly




Agent Activity
Date picker future max (max number of days displayed in future)
0 (we currently only allow up to the current day selection; it’s not possible
to select future dates)


Agent Attendance
Date picker future max (max number of days displayed in future)
0 (we currently only allow up to the current day selection; it’s not possible
to select future dates)


Public API
Rate limit (number of requests per second)
100 requests


Pagination limit per page
100 items







Limits for WFM scheduling

The following table shows the maximum limits for Zendesk WFM scheduling.










Page
Feature
Limits




Agent Schedule Time Off
Maximum number of requested days displayed in advance in the
sidebar
One year


Maximum number of requested days displayed in the past in the
sidebar
30 days


Agent schedule shift trades
Maximum number of requested days displayed in the
past in the sidebar
30 days


Agent schedule notes
Maximum number of notes
1 per task


Schedule
Maximum scheduling interval
90 days


Maximum publishing interval in the past
30 days


Maximum publishing interval
90 days


Import schedule CSV file size
25Mb


Maximum exporting interval
30 days at once


Maximum bulk add shifts interval
90 days


Maximum scheduling recurring tasks repeat interval
12 weeks


Maximum task "Recurrence ends on" interval
90 days


Minimum task size
5 min








Limits for WFM Administration

The following table shows the maximum limits currently in place for Zendesk WFM
Administration.









Page
Feature
Limits




Roles and permissions
Number of roles per user
1


Account settings
Block and allow lists maximum number of
characters
4B characters


Locations
Location shifts: maximum rotation period (rotation
folder)
12 weeks, 90 days


Location shifts: maximum duration of a task
24 hours


Location shifts: minimum duration of a task
5 minutes


Location shifts: maximum number of start time options for automatic
shift intraday
10 items


Location shifts: maximum shift length
24 hours


Location shifts: minimum shift length
5 minutes


Location shifts: maximum difference in shifts start time for
automatic shifts
±24 hours


Location shifts: maximum rotation period (automatic shifts)
12 weeks, 90 days


Workstreams
Maximum number of workstreams inside a combined workstream
10


Forecast
Maximum number of visible workstreams on chart
10


Use Zendesk data (available in WFM database)
2 years


AHT (Average handle time)
24 hours


Duration
24 hours


Concurrency
100


First response time
48 hours


Speed of answer
48 hours


Wait time
48 hours


Shrinkage
99


Minimum staffing
1000


Import historical volume period
Cannot be future dates