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Reports, forecasts, and schedules in Zendesk Workforce management (WFM)

Articles that answer questions and issues about the forecast page, workstream data and reports, and setting up schedules in Zendesk workforce management.


How are intraday tasks assigned to agents?

Question How are intraday tasks assigned to agents? Answer Intraday is automatically generated based on the users ass...

Edited Sep 05, 2024

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Can I schedule my agent to start 15 minutes or 45 minutes past the hour?

Question Can I schedule my agents to start 15 or 45 minutes past the hour? Answer Yes, with the schedule, you can set...

Edited Dec 05, 2023

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Why do I see flat lines in my forecast in yearly view?

Question Why do I see flat lines in my forecast in the yearly view? Answer Zendesk WFM aggregates data per week for t...

Edited Dec 27, 2024

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Why do I see unequal Full-Time Equivalent (FTE) counts in different views of the forecast?

Question Why do I see unequal Full-Time Equivalent (FTE) counts in different views of the forecast? Answer When you ...

Edited Sep 27, 2024

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Can I extract data from Forecast in Zendesk WFM?

Question Can I extract data from Forecast? Answer Yes, you can extract data for volume and Full-Time Equivalent calcu...

Edited Apr 16, 2024

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Are concurrent chats reflected in forecast?

Question Are concurrent chats reflected in forecast? Answer Yes, concurrent chats appear in the forecast. It incorpor...

Edited Oct 03, 2024

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How far ahead can I create a forecast for in Zendesk WFM?

Question How far ahead can I create a forecast? Answer Zendesk WFM Forecast generates a year's forecasted volume. For...

Edited Sep 25, 2024

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How can I reflect different SLAs for each channel or group in the forecast?

Question How can I reflect different SLAs for each channel or group in the forecast? Answer Zendesk WFM offers one sp...

Edited Sep 25, 2024

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How often is Zendesk data imported into Zendesk WFM?

Question How often is Zendesk data imported into Zendesk WFM? Answer When you set up the Zendesk WFM integration for ...

Edited Apr 16, 2024

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How much data do I need to run a forecast?

Question How much data do I need to run a forecast in Zendesk WFM? Answer Two years of data is ideal for Zendesk WFM ...

Edited Sep 25, 2024

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Error: Forecast Failed To Generate

Issue symptoms When I try to generate a forecast, I see this error message: Forecast Failed To Generate. We've Been N...

Edited Apr 16, 2024

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Can I share customizable Zendesk WFM dashboards with other team members?

Question Can I share customizable Zendesk WFM dashboards with other team members? Answer No, customizable dashboards ...

Edited Apr 16, 2024

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Does Zendesk WFM track bulk ticket updates?

Question Does Zendesk WFM track bulk ticket updates? Answer No, Zendesk WFM doesn't track bulk ticket updates intenti...

Edited Apr 16, 2024

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Why are my solved ticket numbers different in Zendesk and Zendesk WFM?

Question Why are my Solved Ticket numbers different in Zendesk and Zendesk WFM? Answer Zendesk WFM counts Solved Tick...

Edited Apr 16, 2024

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What's the difference between Handled Point and Attended Point in Zendesk WFM?

Question What's the difference between Handled Point and Attended Point in Zendesk WFM? Answer Handled Points identif...

Edited Apr 16, 2024

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Does Zendesk WFM track activity on suspended tickets?

Question Does Zendesk WFM track activity on suspended tickets? Answer No, Zendesk WFM doesn't track the activity on s...

Edited Apr 16, 2024

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Does Zendesk WFM track activity on the Zendesk Support mobile app?

Question Does Zendesk WFM track activity on the Zendesk Support mobile app? Answer No, Zendesk WFM doesn't track an a...

Edited Apr 16, 2024

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How do I set my week to start on a specific day for time tracking in Zendesk WFM?

Question How do I set my week to start on a specific day in Zendesk WFM? Answer You can set to default the day of the...

Edited Apr 16, 2024

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Can I see data from before I installed Zendesk WFM?

Question Can I see data from before I installed Zendesk WFM? Answer No, it's not possible to retroactively report on ...

Edited Sep 25, 2024

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