Getting Started with Workforce Management in Qvasa
Workforce Management (WFM) in Qvasa puts your agents' schedules next to what they actually did in Zendesk. Your WFM tool keeps planning the schedule; Qvasa brings it in and answers the questions your WFM tool can't on its own: were agents online when they were scheduled to be, did we have the people we planned on each channel, and how did each agent spend their scheduled time?
This article is the map. It explains how schedules reach Qvasa, what each page in the Scheduling section is for, and the order to set things up in, with a link to the article for each step.
How your schedules get into Qvasa
Qvasa connects to your WFM tool and syncs your agents' schedules on a regular cycle, so a change made there appears in Qvasa shortly after. We set the connection up with you: contact us to get started. Agents are matched to your Zendesk agents by the id your WFM tool keeps for them, or else by email address.
Each block of a schedule arrives with its schedule code, such as Email, Messaging, Lunch or Training, which is what the agent is meant to be doing then. The codes are how Qvasa knows what to compare each block with.
On the actual side, Qvasa uses what it already tracks from Zendesk: each agent's status, the channels they're online on, and their tickets, chats and calls.
The Scheduling section
Everything lives under Scheduling in the left menu. Overview is the place to start: it counts your codes, categories and scheduled agents, and shows live coverage by channel with the last 24 hours of adherence.
Page | What it's for |
Schedule | Every agent's schedule beside what they did, with coverage through the day |
Timeline views | Saved versions of the Schedule page for one team, shared with the people who need them |
Overview | Your setup at a glance, live coverage, and your account's time zone |
Activities | Your schedule codes, and what each one expects of an agent |
Categories | The groups your codes sort into, their colors, and which count as productive |
Zendesk Agent Statuses | Your Zendesk statuses, and which of them are productive |
Status Collections | Named sets of statuses, to measure and filter by together |
Features | Every part of WFM, and which parts are on for your account |
Connectors | Your connection to your WFM tool, and when it last synced |
Times on every page are in your account's time zone, set on the Overview (see The Account Time Zone).
Set it up, step by step
Give people access. Scheduling has its own permissions, and being an admin doesn't include them. Start with Can see agent schedule data for yourself. WFM Permissions: Who Can See and Change Scheduling
Check your schedule codes. Once the first sync has run, your codes are on Activities, sorted into categories. Move any that landed in the wrong one. Schedule Codes and Categories
Tell Qvasa what each code expects: its channels, your productive statuses, and the statuses that count as adhering to it. Set Up Your Schedule Codes for Adherence
Watch the floor on the Schedule page. The Schedule Page
Measure adherence on a dashboard, three ways. Schedule Adherence in Qvasa: Three Ways to Measure It
Go further with staffing against plan, scheduled time as columns and your own formulas. Beyond Adherence: Reporting on Your Schedule Data
Share the schedule with each team. Timeline Views
More in this collection
Troubleshooting
There's no Scheduling item in the left menu. You need Can see agent schedule data, even as an admin. If nobody on your account has it, Scheduling isn't switched on yet: contact us.
Scheduling is there but empty. The connection to your WFM tool hasn't synced yet. Check Connectors, or contact us.
An agent's schedule is missing. Check that the agent's email in your WFM tool matches their email in Zendesk.