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Setting up and reading WFM forecasts



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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4 comments

Hello there. 

Is there an Explore recipe that shows/verifies the historical data Tymeshift uses? 

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Gab

Zendesk Customer Care

Hi MUGO, 
 
Zendesk Explore does not directly integrate with Tymeshift. However, both Tymeshift and Zendesk Explore analyze Zendesk Support data, which means the data each tool uses can be cross-referenced for consistency and accuracy.
 
While you cannot directly query Tymeshift data from within Zendesk Explore, you can create custom queries in Explore to verify certain historical data points, like ticket volume, first reply time, resolution time, agent activity, etc., and then compare those numbers with what you see reported in Tymeshift. This cross-referencing can help validate the data used by Tymeshift for scheduling and workforce management purposes.
 
You can also check available resources here on Reporting on workforce performance.
 
I hope this helps. 

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Hi,

 

Just an FYI for people, like me, struggling with moving workstreams in to folders. You need to drag and drop the workstream on top of the folder to the right side of it. Not very intuative but then it at least works.

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Does WFM use a ‘Ticket’ as a contact or ‘Comment’? If it uses a ticket, I'm struggling to see where it takes the number of responses into account. Unless AHT is then actually meant to be the average resolution time, in which case it would be kinda factored in. We've always struggled to get WFM forecasts and actuals anywhere near reality. 

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