Managing Zendesk WFM account settings

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<p id="docs-hc-snippet" style="display: none;">Admins can set and manage Zendesk Workforce management (WFM) account settings.</p>
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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">Admins can manage Workforce Management (WFM) account settings to customize your organization's preferences. You can set general account details, time zone preferences, and manage agent tracking. Control features like auto-tracking and task lock to streamline time and attendance management. Adjust WFM time tracker options to suit your team's workflow, ensuring efficient task management and accurate time tracking.</p>
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<p class="p" dir="ltr">Admins can set and manage Zendesk Workforce management (WFM) account settings.</p>
<p class="p" dir="ltr">These settings include general account information, such as the organization’s name
and account owner, as well as time zone preferences, agent tracking, and options for the WFM
time tracker in Zendesk Support.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_bz2_jhk_1bc">
<li class="li"><a class="xref" href="#topic_vl4_khk_1bc">Accessing WFM account settings</a></li>
<li class="li"><a class="xref" href="#topic_e3l_23k_1bc">About WFM account settings</a></li>
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<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_cz2_jhk_1bc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338" target="_blank">Accessing and viewing the WFM User management page</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vl4_khk_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing WFM account settings</h2>
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<p class="p">Admins can access the WFM Account settings page.</p>
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<strong class="ph b" id="topic_vl4_khk_1bc__docs-internal-guid-3304fb2f-7fff-f85b-958a-b4ebc4c902c2">To access the Account
settings page</strong><ul class="ul" id="topic_vl4_khk_1bc__ul_rx3_4hk_1bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_vl4_khk_1bc__d8e191" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_admin_icon.png" width="16">
<strong class="ph b">Settings</strong> in the navigation bar, then select <strong class="ph b">Account settings</strong>.</span></li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e3l_23k_1bc">
<h2 class="title topictitle2" id="ariaid-title3">About WFM account settings</h2>
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<p class="p">From the Settings page, users with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090#topic_zcx_t1c_1bc" target="_blank">permission</a> can use the General tab to manage
information about their organization, as well as other <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">WFM time tracker</a> options.</p>
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<div class="note note">
<span class="notetitle">Note:</span> Tracking and time tracker settings apply only to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">the WFM time tracker</a> in Zendesk Support. If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status synchronization with WFM</a> is active in your
account, agents should <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114#topic_xvw_ytp_m5b" target="_blank">set their unified agent statuses</a> in the Agent
Workspace.</div>
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<p class="p">The table below describes your WFM account general settings.</p>
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<th class="entry cellrowborder" id="d51e142" style="vertical-align:top;">Setting</th>
<th class="entry cellrowborder" id="d51e145" style="vertical-align:top;">Description</th>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">Company name</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">Your organization's name.</td>
</tr>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">Full name</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">The first and last name of the account owner. The account owner must be an
admin in both Zendesk Support and WFM.</td>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">Email</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">The account owner’s email address.</td>
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<td class="entry cellrowborder" colspan="2" headers="d51e142 d51e145" style="vertical-align:top;">Time preferences:</td>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">
<ul class="ul" id="topic_e3l_23k_1bc__ul_k33_3jk_1bc">
<li class="li">Time zone</li>
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<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">Your default WFM account time zone.<p class="p">Note that the account’s default time zone
applies only when a user doesn’t have an assigned time zone. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402#topic_wf4_yl4_zzb" target="_blank">Adding a location</a> to set a user’s time
zone.</p>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">
<ul class="ul" id="topic_e3l_23k_1bc__ul_crd_jjk_1bc">
<li class="li">Week start</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">Choose either Sunday or Monday as the start of your work week.</td>
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<td class="entry cellrowborder" colspan="2" headers="d51e142 d51e145" style="vertical-align:top;">Tracking:<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Tracking settings apply only to accounts using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank">general tasks</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">the WFM time tracker</a> in Zendesk Support.
If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status integration with
WFM</a> is active in your account, agents should <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114#topic_xvw_ytp_m5b" target="_blank">click their profile icon in the top bar to
select the status they want</a> instead.</div>
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</td>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">
<ul class="ul" id="topic_e3l_23k_1bc__ul_afq_v2k_pdc">
<li class="li">Turn on auto-tracking</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">With auto-tracking on, Zendesk WFM takes care of time and attendance management
for most of your workflows. The first activity that the agent does automatically
clocks them in and starts their day.<p class="p" dir="ltr">Deactivating auto-tracking allows
agents to manually start and end their days. </p>
<p class="p" dir="ltr">Moving between tabs
and views in Zendesk support no longer automatically triggers a new activity
event.</p>
<p class="p" dir="ltr">The auto-tracking account-level setting is active and
applied to new team members by default. User settings take precedence over account
settings. When you edit your account-level auto-tracking setting, the change does
not apply to team members who have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730" target="_blank">auto-tracking set on a user level</a> already, only to new
team members.</p>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">
<ul class="ul" id="topic_e3l_23k_1bc__ul_djj_w2k_pdc">
<li class="li">Turn on task lock</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">Activate or deactivate task lock for agents at the account level. Task lock
allows agents to remain clocked into a single ticket or task while opening other
tickets.<p class="p" dir="ltr">The task lock account-level setting is active and applied to
new team members by default. User settings take precedence over account settings.
When you edit your account-level task lock setting, the change does not apply to
team members who have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730-Editing-WFM-team-member-profiles" target="_blank">task lock set on a user level</a>
already.</p>
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</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e142 d51e145" style="vertical-align:top;">Zendesk time tracker options:</td>
</tr>
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<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">
<ul class="ul" id="topic_e3l_23k_1bc__ul_il3_kjk_1bc">
<li class="li">Timer</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">Set whether the timer appears to agents in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">WFM time tracker</a> in Zendesk Support.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e142" style="vertical-align:top;">
<ul class="ul" id="topic_e3l_23k_1bc__ul_ibz_w2k_pdc">
<li class="li">General tasks (Clock)</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e145" style="vertical-align:top;">Set whether general tasks appear to agents in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">WFM time tracker </a> in Zendesk Support. If you turn this
setting off, agents cannot manually select a general task.</td>
</tr>
</tbody>
</table>
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<p class="p" dir="ltr">As an admin, you can also control access to your account using the Access control
tab. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374452250" target="_blank">Managing user access in your WFM account</a>.</p>
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