WFM Feature Launches
Uncover new insights with our Case Lifecycle data model
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Every moment counts when it comes to meeting customer expectations. That all starts with getting your staffing right — down to the minute — for every interaction. Our proprietary data model gives insight into the most essential building blocks of case work, and creates staffing plans that prepare the entire team for every touchpoint: any transfers, escalations, re-opens, pauses, or solves. Zoom in to investigate individual cases or zoom out to identify bottlenecks and improve team processes.
This is now generally available on Pro and Enterprise plans, for users on Salesforce Service Cloud or Amazon Connect.
Learn more here.
Enrich company reporting with Google Sheets exports
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Exciting news for all the data-lovers that self-identify as freaks in the Google Sheets — we’ve added another way for you to extract the metrics that matter most. In the Team Performance and Forecasted vs. Actual reports, now you can pull data directly to Google Sheets as an individual or recurring export, cutting down on manual workflows.
Learn more here.
Get to the bottom of every case with our metrics visualizer
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Get complete transparency with our new metrics visualizer side panel, which will give deeper insight into how specific metrics were calculated.
On Team Performance, Forecast vs. Actuals, or Realtime Overview, clicking on any hyperlinked number in the table will open the side panel. On Agent Scorecard, you can see the side panel by clicking on the underlined number at the top of any chart.
Once you’ve selected your metric, you’ll see a full analysis of all the cases involved in calculating that metric, along with relevant queues and durations.
Updated People page layout
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The People page got a refreshed look plus some exciting new functionality that will make it even easier to manage users. Here’s what’s new:
- Re-orderable table columns
- Full support for sorting selected table rows
- Bulk “deactivate” and “delete” actions
- Time zone column
- Page controls are now always visible, and include a quick “jump to page” input
See real-time state duration alerts at a glance
![](https://cdn.prod.website-files.com/610225ff318d106f5343df0c/6682d6a3a29c590e203de4df_Group%20165555.png)
Now on Realtime Analysis, admins can use threshold settings to customize rules for agent state duration alerts. Based on set criteria, cells in the state duration column will highlight in orange (warning) or red (danger) when agents have been in the same state for too long.
WFM Enhancements
- Time off API: Get existing time off requests and time off updates, make new requests, or cancel requests from the API.
- New time zone selector: The new time zone selector allows users to search by geographical region, making it easier to identify the correct time zone. This new experience is available on all upload pages, BPO heatmaps, templates, schedule generation, agent scorecard, shift patterns, and user settings pages.
- Schedule change request preview updates: We’ve updated the event change request preview to make it easier to see the potential impact of requested schedule changes. Here’s what’s new:
- The schedule change requests now respect the company staffing interval (15 minutes, 30 minutes, or 1 hour)
- The preview now surfaces the effect of the changes on the net staffing numbers, and highlights the affected hours
- If the changes span across days, the staffing numbers and effects are shown
Assist Feature Launches
This month, we launched an update to the Automation capabilities of Assist to give you a whole new view into the impact of AI! Check out the blog to see the future of AI-powered automation and how a connection to WFM data will super-power your support ops efficiency!
Assist copilot improvements
- Wrap up templates: Wrap up templates allow agents to close and forward a ticket with notes that follow pre-defined templates. These notes can include a summary, orderID, sentiment and more. Assist automatically generates a wrap up note using details from the ticket conversation and agent's additional notes.
- Internal vs. external knowledge: When a knowledge article is referenced in Assist-generated text, agents will be able to see at a glance whether that knowledge is drawn from internal or external resources. This is a great way to make sure only the right external-facing message gets sent to a customer.
- Move to Editor button: If an Assist response is especially useful, agents can click the Move to Editor button and automatically populate it into a customer reply. Previously, agents needed to select the text, copy it, and paste it into the reply window.
- Custom signature: Now, agents can go to the Assist settings page and update their own signature, giving them more flexibility to tune their sign-off.
Assist automation enhancements
- Predict impact of automations on staffing: You can now see the potential impact of different types of automations on your staffing timeline. Toggle automations on and off to see an estimate of what you can expect if you activate an automation. See it in action on the Library tab of the Resolution Paths page.
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- View auto-sends by resolution path: Filter the automations report by specific resolution path to track trends over time.
Assist admin updates
- Updated navigation bar: Assist’s feature set is growing fast, so to make it easier to administer specific areas of the product, we’ve updated the left navigation to separate Automations features from Copilot features.
- See ticket ID and author in Quality review: When conducting a quality review of Assist-generated replies, the ticket ID and author are included on the reply. Previously, users needed to open the Zendesk Ticket link to view this information.