How to configure Zoom Workforce Management schedules

Zoom Workforce Management schedules allow you to optimize staffing levels and improve agent efficiency. To configure schedules, you’ll need to access the Zoom web portal as an administrator, navigate to the Workforce Management section, and define schedules based on forecasts and agent availability. This guide will walk you through the process of setting up and managing schedules within Zoom Workforce Management.

Prerequisites

• A Zoom account with a Zoom Workforce Management license.
• Administrator privileges in the Zoom web portal.
• Completed forecasts in Zoom Workforce Management.
• Familiarity with Zoom Workforce Management agent activities and shifts.

Enable UKG Pro Workforce Management Integration (If Applicable)

If your organization uses UKG Pro Workforce Management, you can integrate it with Zoom Workplace for Frontline.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then Account Settings.
3. Navigate to the UKG Pro Workforce Management Integration setting. You can locate the setting using search.
4. Click the toggle to enable or disable the setting.
5. (Optional) If enabling, review the terms and conditions, and click Accept.

Create a Schedule

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management, then Schedules.
3. Click Add Schedule.
4. Enter a descriptive name for the schedule.
5. Select the relevant forecast to base the schedule on. Forecasts provide the predicted workload and staffing needs.
6. Choose the scheduling period (e.g., weekly, monthly).
7. Define the date range for the schedule. This is when the schedule will be active.
8. Click Next.

Assign Shifts to Agents

1. In the schedule creation flow, you’ll be presented with a grid showing agents and time slots.
2. Click on an empty time slot for a specific agent to assign a shift.
3. Select the appropriate shift type (e.g., Phone Support, Chat Support, Meeting). Available shift types are configured under Activities.
4. Specify the start and end time for the shift.
5. (Optional) Add a break or lunch period to the shift.
6. Click Save.
7. Repeat steps 2-6 to assign shifts to other agents and time slots, ensuring adequate coverage based on the forecast.
8. You can also use the Auto-Generate feature to automatically fill shifts based on predefined rules. This requires proper configuration of rules based on agent skills, availability, and the forecast.
9. Review the schedule to ensure all time slots are covered appropriately and make any necessary adjustments.

Manage Schedule Exceptions

Schedule exceptions are deviations from the regular schedule, such as agent absences or unplanned activities.

1. In the Schedules section of Zoom Workforce Management, open the schedule you want to modify.
2. Locate the agent and time slot where the exception needs to be applied.
3. Click on the shift assignment.
4. Select Add Exception.
5. Choose the type of exception (e.g., Vacation, Sick Leave, Training).
6. Specify the start and end time for the exception.
7. Add any relevant notes or comments.
8. Click Save.
9. The schedule will reflect the exception, and the agent will be considered unavailable during that time. You may need to adjust other agents’ schedules to cover the workload during the exception period.

Utilize Workforce Management APIs (If Necessary)

For advanced integrations and automation, you can use the Zoom Workforce Management APIs.

1. Refer to the Zoom Developer Documentation for Workforce Management APIs. (https://developers.zoom.us/docs/api/workforce-management/)
2. Use the APIs to retrieve forecast data: get/workforce-management/forecasts and get/workforce-management/forecasts/{forecastId}/scheduling-groups/{schedulingGroupId}. These APIs allows you to programmatically fetch forecasted values for a scheduling group within a forecast, enabling external systems to integrate and utilize the data.
3. Follow the API documentation for authentication and request formatting.
4. Use the API endpoints to programmatically create, update, and manage schedules. This allows for integration with other workforce management systems or custom automation.

Monitor Real-Time Adherence

Use the Real-Time Adherence report to monitor how well agents are adhering to their assigned schedules.

1. Navigate to the Reports section in Zoom Workforce Management.
2. Select the Real-Time Adherence Report.
3. View the report to see the current status of each agent, including whether they are on schedule, out of adherence, or in an exception state.
4. Use this information to make real-time adjustments to schedules or address any adherence issues.
5. For more detailed information, refer to the Supervisor Experience documentation within Zoom Workforce Management.

Common Issues

• Incorrect schedule coverage: Verify that the forecast is accurate and that enough agents are assigned to each time slot. Adjust schedules as needed based on real-time adherence data.
• Agents not showing up in the schedule: Ensure that the agents have the appropriate Zoom Workforce Management license and are assigned to the correct scheduling groups.
• Schedule conflicts: Review the schedule for overlapping shifts or conflicting exceptions. Adjust assignments as necessary to resolve conflicts.
• Integration issues with UKG Pro Workforce Management: Verify that the UKG Pro Workforce Management Integration is enabled and properly configured. Ensure that the Zoom and UKG accounts are correctly linked. Consult the UKG Pro Workforce Management documentation for troubleshooting steps.
• Difficulty with Auto-Generate: Check the configuration of auto-generation rules. Ensure that rules are properly defined based on agent skills, availability, and the forecast. Adjust rules as needed to optimize schedule generation.