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WFM(인적 자원 관리) 사용자 지정 보고서 메트릭

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Colleen Hall

Zendesk Documentation Team

2025년 5월 02일에 편집됨

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      Meedo

      What does it mean when we say, “Agents are considered in adherence when they are clocked into a general task or workstream they are scheduled for”?

      How does an agent Clock into a workstream if there is no corresponding AUX code with the workstream name? Should we align the general task list with the workstream names?

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      Alex Mashinski

      I've got to post here and see if we can crowdsource some information around our issue. My team has multiple support tickets open with the engineering team and we have not gotten any movement on this issue.

      When people are on planned time off (medical leave, planned out of office) they get marked with 0% adherence for not working that day. Other times, agents are marked as 0% adherence for no discernible reason. This brings down the overall adherence percentage for their entire team and makes it so the adherence percentage (the main item we were looking for from this product) is entirely unreliable.

       

      We assume this is not how your product is supposed to work. Adherence should flag for us instances when the agent is doing something they're not supposed to do, and if they're on a planned time off we do not expect them to work. Therefore their adherence should be 100%.

      Its one of those issues where now the engagement we have had around the product is costing more. Would love to know if anyone has any solutions around this issue or has experienced this.

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      GUJU

      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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      Dainne Kiara Lucena-Laxamana

      Hi 6565088381210 !

      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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      Val Solis

      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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      MUGO

      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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      Meedo

       

      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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      MUGO

      Hey there, 

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

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      Eugene Cheok

      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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      Andy Hidalgo

      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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