Migrating to the Zendesk Workforce management (WFM) add-on

This article describes how your legacy Tymeshift account will be migrated to the Zendesk
Workforce management (WFM) add-on. The WFM add-on offers an enhanced user experience for
Zendesk admins and agents, a faster and more stable platform, and comprehensive reporting.
If you’re using a legacy version of Tymeshift, you’ll be notified by email 30 days before
your account is migrated. If you’d like to migrate to the WFM add-on before your planned
migration date or have any questions, contact your Zendesk account representative or Zendesk Customer Support.
Your experience migrating to the WFM add-on will differ depending on which legacy version of
Tymeshift you have.
Important: Access to legacy Tymeshift will be discontinued in
2025 for all accounts.

This article includes the following sections:

About legacy Tymeshift
plans
Understanding the differences
between legacy Tymeshift and the WFM add-on
Migration
considerations



About legacy Tymeshift plans

There are different legacy Tymeshift plans. Depending on which legacy version you’re on,
your migration experience will differ. The legacy Tymeshift plans include the following:

Tymeshift 2022 – Sometimes referred to as “V2.” Legacy Tymeshift 2022 plans
have a similar experience to the WFM add-on, with some additional enhancements to
improve the admin experience, simplify user management, and change billing so that it’s
handled through Zendesk. See Differences
between legacy Tymeshift 2022 plans and the WFM add-on for more
information.

Important: Customers on
Tymeshift 2022 were migrated to the WFM add-on starting July 30, 2024.


Tymeshift V1 – Customers on the Tymeshift V1 plan will experience significant
changes that will provide them with a fully integrated workforce management solution.
See Differences between legacy Tymeshift
V1 and the WFM add-on for more information.

Important: Customers on
Tymeshift V1 will be notified by email before your account’s planned upgrade and you
will see in-product notifications advising that your plan is being discontinued in
2025.






Understanding the differences between legacy Tymeshift and the WFM add-on

The WFM add-on has features that aren’t available on the legacy Tymeshift plans, including
new improvements and options to try new features in early access programs (EAPs).
Additionally, you’ll access the WFM add-on directly from the product tray in Zendesk
instead of from a tymeapp URL. This creates a more unified experience with Zendesk. See
Accessing Zendesk WFM.

There are some capabilities that the legacy V1 version of Tymeshift has that aren’t
available in the WFM add-on yet. As product development continues, Zendesk is working hard
to make sure migration goes smoothly for all accounts. We recommend you follow this article
and refer to it periodically for the latest information.


Differences between legacy Tymeshift 2022 plans and the WFM add-on

When you migrate from a legacy Tymeshift 2022 plan to the WFM add-on, you’ll see the
following changes:
Four new, updated admin pages: General tasks, Account settings, User management, and Roles and permissions.
Note: If you’re on a legacy Tymeshift
2022 Professional plan purchased after 2022, you’ll have access to the Dashboards, Agent status, and Agent attendance pages after migrating.
Customers on legacy Tymeshift 2022 Professional plans purchased prior to this date
already have access to these features.

For customers who haven’t started using automations yet, Rules will be replaced with
Automations. See About workforce management automations.





Differences between legacy Tymeshift V1 and the WFM add-on

Legacy Tymeshift V1 and the WFM add-on have significant differences. The WFM add-on
provides an improved experience for admins and agents through its faster, more stable
platform. There are new capabilities available and additional improvements made
regularly.
When you migrate from legacy Tymeshift V1 to the WFM add-on, some of the changes you’ll
see include:
An easier scheduling process based on forecasted inbound volume and needs.
A more seamless experience for agents with a simple view of their schedule in
Zendesk Support and the ability to request time off. These changes are being made to
build a modern workforce management solution that’s fully integrated with Zendesk.



Refer to the table below to understand all the differences between the legacy V1 plan and
the WFM add-on.










Name of feature
V1
WFM add-on
Additional information




Agent activity
Yes
Yes
The WFM add-on offers more granular information and the ability to edit
activity with a direct link to Zendesk tickets.


Agent status
Yes
Yes
An improved design to view what each agent is working on in real-time, such
as how long they've been on a task or in a state for the voice channel.


Agent attendance
Yes
Yes
View who is working, who might have started after the assigned time, who is
missing, the time logged, who is absent, and who worked overtime.


Agent attendance report
No
Yes
Provides insights into historical agent attendance.


Rules
Yes
Yes

Automations replace rules in the WFM
add-on.


User management
No
Yes
In the WFM add-on, you’ll have access to a complete list of users, with
options to view, sort, and filter their information.


Notifications
Yes
Yes
Notifications are available for time off, shift trades, and when a new
schedule is published.


Productivity report
Yes
Yes
In the WFM add-on, use point metrics and public and private comments to
generate a productivity report with a variety of dimensions.


Scorecards
Yes
No
Scorecards will be available in the WFM add-on in a future release.


Timecard
Yes
Yes
Available in the WFM add-on via the Agent activity page and permissions +
scope settings.


Leaderboard for agents
Yes
No
Export reports to a CSV and customize them to meet your needs. Leaderboards
will be available in the WFM add-on in a future release.


Dashboards
Yes
Yes
The WFM add-on has 10 dashboards available and users can add up to 12 widgets
to each dashboard.


Talk metrics
Yes
No
Talk-related metrics will be available in the WFM add-on in a future
release.


CSAT metrics
Yes
No
CSAT metrics are not currently included in the WFM add-on.


Forecast
No
Yes
The WFM add-on offers a forecast that takes into consideration two years
of data from Zendesk inbound volume. By setting the staffing parameters, you will
get the required staffing for up to one year.


Manual schedule
Yes
Yes



Automatic schedule
No
Yes
The WFM add-on offers an automatic schedule that’s generated according to
your forecast (inbound volume).


Time off management in Zendesk
Support
No
Yes
Agents can request days off from Zendesk Support. Requests are sent for
manager approval.


Shift trades management in Zendesk
Support
No
Yes
Agents can request to trade shifts with other agents from Zendesk
Support.


Organization structure
No
Yes
Set up your organization structure with locations, workstreams, teams, and
time off reasons.


Integrations
No
Yes
Allow your agents to sync their schedule with Google Calendar.


Admin log
Yes
Yes
The Audit log replaces the admin log and has
been expanded to include additional information.


General tasks
Yes
Yes
General tasks have been improved with descriptions, team permissions,
expanded occupancy settings, and the ability to select workstreams.


Agent permissions
Yes
Yes
Manage agent permissions from a centralized Roles and permissions
page.






Agent Activity related metrics, both on reports and the Agent Activity page, only display complete information on
workstreams, teams and locations from the date of activation of Reports in your WFM
add-on onward. Metrics are attributed to teams and workstreams only from the moment they
were created.

Also, certain metrics in legacy Tymeshift V1 are named and calculated differently in the
WFM add-on. See WFM custom report metrics.
Some of the calculation differences between Tymeshift V1 and the WFM add-on
include:










WFM add-on name
V1 name
V1 calculation


Attended Point
Attended Tickets
If the only action was to change the status to solved, agents
don't receive an attended point, only a solved point.


Escalated Point
Escalated Tickets

Points given when matching this conditions:
- Ticket group changed
- Ticket was not solved by this audit
- Escalated agent (assigned agent) different from audit author
- No previously created escalated points



Handled Point
Handled Tickets
Date in UTC instead of the last 12 hours in the WFM add-on.


Reopened Point
Reopened Tickets
Point granted to the last assignee, instead of the agent who got
the last solved point on that ticket.


Solved Point
Solved Tickets

Agent receives solved point when:
- Status changes to solved
- Agent does not have solved points for this ticket before



First Response Time (FRT)
First Response Time (FRT)

Agent receives FRT if:
- Ticket receives a public comment from an active agent
- No FRT values on ticket
FRT value calculated as difference between audit time and ticket
creation time.



Number of Unique Tickets with Time Spent
Tickets Touched

Number of unique tickets in selected time interval.



Resolution Rate
Resolution Rate
The percentage of tickets received by an agent compared to the number of tickets they solve. In the WFM add-on, this is calculated as the percentage of tickets assigned to the agent.




Contact your Zendesk account representative or Zendesk Customer Support for additional information.




Migration considerations

Depending on which legacy version of Tymeshift you’re on, your migration experience will
differ.
Before your migration, you will receive an email notification with the planned
migration date. On that date, we will update your account to the enhanced version of Zendesk
WFM.
Make sure you consider the following before your migration occurs.


Migrating from legacy Tymeshift 2022

When migrating from legacy Tymeshift 2022 to the WFM add-on, your historical Tymeshift
data, including schedule, metrics, and custom reports, are automatically updated in the
WFM add-on.
The following actions must be taken before your migration occurs or by
January 31, 2025, at the latest:


If you’re still using Rules, you need to delete them before your migration occurs.
Select the Rules settings page and take note of the rules
that you’d like to use in the WFM add-on. You can then recreate your rules with WFM
automations. See Creating WFM automations.
Access the Agent Permissions page. Use the filtering options to identify and take
note of which agents have the Task Lock user setting turned on.





Migrating from legacy Tymeshift V1

When migrating from legacy Tymeshift V1 to the WFM add-on, historical data is not
migrated.
In addition to the actions mentioned above for legacy Tymeshift 2022 customers, the
following must also be rebuilt:

Scheduling
Reporting

Before your migration, and no later than May 30, 2025, ensure you access the Rules settings page page to note the rules you
want to rebuild in the WFM add-on, as well as your Agents' Permissions for the Task Lock
settings.


Use this selection form to choose one of the
following migration dates: March 31, April 30, or May 30, 2025.

Your account admins will receive an email when it’s time to configure the WFM add-on.

An admin should then access WFM automations to recreate any saved rules
as automations. They should also update task lock settings for any selected agents.
For assistance with rebuilding your scheduling, reporting, and other features
in the WFM add-on, contact your Zendesk account representative or Zendesk Customer Support.