Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Agent |
The workforce terms, in the sense Zendesk uses them. Several sound like plain English and are not.
Planning terms
| Forecast | Predicted contact volume, by interval. |
| Schedule | Who works when, generated against the forecast. |
| Shift | One person's working period, including breaks and activities. |
| Activity | What somebody is scheduled to be doing: tickets, training, a break. |
| Location | A place with its own hours, holidays and time zone. |
Measurement terms
| Adherence | How closely actual work matched the schedule. |
| Occupancy | Share of available time spent on work rather than waiting. |
| Shrinkage | Scheduled time not spent on customer work: meetings, training, breaks. |
| General task | Work that is not a ticket but still takes time. |
Three that mislead
Adherence. It measures following the schedule, not working well. An agent who stayed on a difficult call through a scheduled break scores badly and did the right thing.
Occupancy. High is not good. Sustained high occupancy means no recovery time between contacts, and it predicts people leaving.
Team. A workforce team, not a Support group. They are maintained separately and often differ.
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