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WFM custom report metrics



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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Thanks for the article!

There is a metric that shows in the Tymeshift documentation, "The Unassigned Unattended" that's not showing in this article nor in Tymeshift metrics. Would it be possible to enable? Or is it possible to measure something similar from the available metrics?

The Unassigned Unattended Metric is useful to help agents that may be cherry picking unassigned tickets. I.e., browsing through views, opening a ticket and looking at it but taking no actual action such as submitting a comment, assigning the ticket, or changing the status. 

Thank you

 

 

 

 

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Hi Andy,
 
The metric and documentation you are seeing is for a legacy reporting feature that is no longer available on the new Reports. With the current Report feature though, I would recommend taking a look at Bounced Points. Bounced Points would be a good replacement for the Unassigned Unattended point as it will show you the tickets that agents spent time on but no action was taken. This is similar to the Unassigned Unattended point and the only difference would be it ignores if the tickets are assigned to a user or not. 
 
I hope this helps!

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Hey there, 

Is there way of measuring FRT for chat/messaging tickets? 

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You can use the following metrics and attributes in ZD explore and you can find FRT and FRT after assignments on Tymeshift Reports metrics

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Thanks Meedo. I was more interested in measuring FRTs and SLAs in Tymeshift since it forecasts according to "Staffing parameters" that contains volume, wait time (sum of FRTs I assume), concurrency and AHT.  The point of using Tymeshift is not to use ZD Explore (or just to crosscheck and verify the data that Tymeshift streams) 

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Hi team, 

I'm noticing some of these metrics are not available in the TS reports section. Have some of these been deprecated? I'm specifically looking at Bounced Points & Average Handle Time

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Val Solis !

I went ahead & created a ticket on your behalf to look into why those 2 metrics are not available on your end.  For reference, those metrics are still available. Please keep an eye out for our Email!

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Hello,

 

The occupancy described in the report is more of a utilization. How do we get the “true occupancy” in such a way that we only inlude the productive time and avail time. Ideally this measures % of time agents are actively engaged in interaction handling activities compared to their total time logged in. Can we create a customized formula : productive time / productive time + idle time (untracked time)

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