Eduardo Calvo

What's my plan? Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM) Workforce management (WFM) roles and permissions let you define who can do what in your WF...

What's my plan? Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM) Location: Zendesk QA > Dashboard > AutoQA The AutoQA dashboard tracks your teams’ performa...

What's my plan? Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM) The pass rate is a key metric for evaluating the quality of customer interactions. It me...

What's my plan? Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM) Location: Zendesk QA > Dashboard > Users, bots, and workspaces This article describes how ...

What's my plan? Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM) This article describes how to enable single sign-on (SSO) using SAML in Zendesk QA. Enabling SSO hel...

Question How can I remove a connection in Zendesk QA? Answer A Zendesk QA admin or account manager can remove a connection from the account. When a connection is removed, all conversations associat...

What's my plan? Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM) Location: Zendesk QA > Settings > Notifications Integrate Zendesk QA with your Slack acco...

What's my plan? Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM) In some cases, reviewers might want to skip a conversation in an assignment within Zendesk QA. ...

Click Follow in the What's New section to be notified each month when the What's New is published. Check out what's new in the last month: Objects and rules Accounts and billing People Agent Wor...

What's my plan? Add-on Copilot Verified AI summary ◀▼ Auto assist, part of the agent copilot, uses AI to suggest replies and actions for agents based on ticket content, procedure...