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

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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<div class="body">

<p class="p">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.</p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>.</p>
<div class="p">Your experience migrating to the WFM add-on will differ depending on which legacy version of
Tymeshift you have.<div class="note important">
<span class="importanttitle">Important:</span> Access to legacy Tymeshift will be discontinued in
2025 for all accounts.</div>
</div>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="topic-1__ul_vmk_ky4_2cc">
<li class="li" dir="ltr"><a class="xref" href="#topic_ntc_ny4_2cc">About legacy Tymeshift
plans</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_c4j_hz4_2cc">Understanding the differences
between legacy Tymeshift and the WFM add-on</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_j55_1ck_fcc">Migration
considerations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ntc_ny4_2cc">
<h2 class="title topictitle2" id="ariaid-title2">About legacy Tymeshift plans</h2>
<div class="body">
<div class="p">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:<ul class="ul" id="topic_ntc_ny4_2cc__ul_k4t_ry4_2cc">
<li class="li">
<strong class="ph b">Tymeshift 2022</strong> – 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 <a class="xref" href="#topic_pgs_pz4_2cc">Differences
between legacy Tymeshift 2022 plans and the WFM add-on</a> for more
information.<p class="p"><img class="image img-screenshot" id="topic_ntc_ny4_2cc__image_glw_ppk_fcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_UI_V2.png" width="600"></p>
<div class="note important">
<span class="importanttitle">Important:</span> Customers on
Tymeshift 2022 were migrated to the WFM add-on starting July 30, 2024.</div>
</li>
<li class="li">
<strong class="ph b">Tymeshift V1</strong> – Customers on the Tymeshift V1 plan will experience significant
changes that will provide them with a fully integrated workforce management solution.
See <a class="xref" href="#topic_obz_42p_2cc">Differences between legacy Tymeshift
V1 and the WFM add-on</a> for more information.<p class="p"><img class="image img-screenshot" id="topic_ntc_ny4_2cc__image_wpk_dpk_fcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_old_UI_v1.png" width="600"></p>
<div class="note important">
<span class="importanttitle">Important:</span> 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. </div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_c4j_hz4_2cc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the differences between legacy Tymeshift and the WFM add-on</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829663642#h_01HKWM3EKCQP0GVASDCXNY9XKG" target="_blank">early access programs (EAPs)</a>.</p>
<p class="p">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Accessing Zendesk WFM</a>.</p>
<p class="p"><img class="image" id="topic_c4j_hz4_2cc__image_kpf_mz4_2cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_zendesk_product_tray.png" width="150"></p>
<p class="p">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. </p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_pgs_pz4_2cc">
<h3 class="title topictitle3" id="ariaid-title4">Differences between legacy Tymeshift 2022 plans and the WFM add-on</h3>
<div class="body">
<div class="p">When you migrate from a legacy Tymeshift 2022 plan to the WFM add-on, you’ll see the
following changes:<ul class="ul" id="topic_pgs_pz4_2cc__ul_f1j_l2p_2cc">
<li class="li">Four new, updated admin pages: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank">General tasks</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329207834" target="_blank">Account settings</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338" target="_blank">User management</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Roles and permissions</a>.<div class="note note">
<span class="notetitle">Note:</span> If you’re on a legacy Tymeshift
2022 Professional plan purchased after 2022, you’ll have access to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376866074" target="_blank">Dashboards</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">Agent status</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347522074" target="_blank">Agent attendance</a> pages after migrating.
Customers on legacy Tymeshift 2022 Professional plans purchased prior to this date
already have access to these features. </div>
</li>
<li class="li">For customers who haven’t started using automations yet, Rules will be replaced with
Automations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314435610" target="_blank">About workforce management automations</a>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_obz_42p_2cc">
<h3 class="title topictitle3" id="ariaid-title5">Differences between legacy Tymeshift V1 and the WFM add-on</h3>
<div class="body">
<p class="p">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.</p>
<div class="p">When you migrate from legacy Tymeshift V1 to the WFM add-on, some of the changes you’ll
see include:<ul class="ul" id="topic_obz_42p_2cc__ul_jh4_gzj_fcc">
<li class="li">An easier scheduling process based on forecasted inbound volume and needs.</li>
<li class="li">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.
</li>
</ul>
</div>
<p class="p">Refer to the table below to understand all the differences between the legacy V1 plan and
the WFM add-on.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_obz_42p_2cc__table_bdk_mzj_fcc" rules="all" summary="">
<colgroup>
<col style="width:18.67321867321867%">
<col style="width:12.285012285012284%">
<col style="width:12.776412776412776%">
<col style="width:56.26535626535626%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e222" style="vertical-align:top;">Name of feature </th>
<th class="entry cellrowborder" id="d51e225" style="vertical-align:top;">V1</th>
<th class="entry cellrowborder" id="d51e228" style="vertical-align:top;">WFM add-on</th>
<th class="entry cellrowborder" id="d51e231" style="vertical-align:top;">Additional information</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">Agent activity</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">The WFM add-on offers more granular information and the ability to edit
activity with a direct link to Zendesk tickets.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">Agent status</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347522074" target="_blank">Agent attendance</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363334810" target="_blank">Agent attendance report </a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Provides insights into historical agent attendance.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Rules </td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374423066" target="_blank">Automations</a> replace rules in the WFM
add-on.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338" target="_blank">User management</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">In the WFM add-on, you’ll have access to a complete list of users, with
options to view, sort, and filter their information.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Notifications</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Notifications are available for time off, shift trades, and when a new
schedule is published.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698" target="_blank">Productivity report</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">In the WFM add-on, use point metrics and public and private comments to
generate a productivity report with a variety of dimensions. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Scorecards</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Scorecards will be available in the WFM add-on in a future release.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Timecard </td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Available in the WFM add-on via the Agent activity page and permissions +
scope settings.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Leaderboard for agents</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376866074" target="_blank">Dashboards</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">The WFM add-on has 10 dashboards available and users can add up to 12 widgets
to each dashboard.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Talk metrics</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Talk-related metrics will be available in the WFM add-on in a future
release.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">CSAT metrics</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">CSAT metrics are not currently included in the WFM add-on.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354" target="_blank">Forecast</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Manual schedule</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Automatic schedule</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">The WFM add-on offers an automatic schedule that’s generated according to
your forecast (inbound volume).</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">Time off management in Zendesk
Support</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Agents can request days off from Zendesk Support. Requests are sent for
manager approval.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354721178" target="_blank">Shift trades management in Zendesk
Support</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Agents can request to trade shifts with other agents from Zendesk
Support.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Organization structure</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Set up your organization structure with locations, workstreams, teams, and
time off reasons.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354603418" target="_blank">Integrations</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Allow your agents to sync their schedule with Google Calendar.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;">Admin log</td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6641426375066" target="_blank">Audit log</a> replaces the admin log and has
been expanded to include additional information.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank">General tasks</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">General tasks have been improved with descriptions, team permissions,
expanded occupancy settings, and the ability to select workstreams.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e222" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Agent permissions</a></td>
<td class="entry cellrowborder" headers="d51e225" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e228" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e231" style="vertical-align:top;">Manage agent permissions from a centralized Roles and permissions
page.</td>
</tr>
</tbody>
</table>
</div>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Agent Activity related metrics, both on reports and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">Agent Activity page</a>, 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.</div>
</div>
<p class="p">Also, certain metrics in legacy Tymeshift V1 are named and calculated differently in the
WFM add-on. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818" target="_blank">WFM custom report metrics</a>. </p>
<p class="p" dir="ltr">Some of the calculation differences between Tymeshift V1 and the WFM add-on
include:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_obz_42p_2cc__table_byk_kkd_fdc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">WFM add-on name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">V1 name</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">V1 calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Attended Point</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Attended Tickets</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">If the only action was to change the status to solved, agents
don't receive an attended point, only a solved point.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Escalated Point</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Escalated Tickets</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Points given when matching this conditions:</p>
<p class="p" dir="ltr">- Ticket group changed</p>
<p class="p" dir="ltr">- Ticket was not solved by this audit</p>
<p class="p" dir="ltr">- Escalated agent (assigned agent) different from audit author</p>
<p class="p" dir="ltr">- No previously created escalated points</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handled Point</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handled Tickets</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Date in UTC instead of the last 12 hours in the WFM add-on.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reopened Point</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reopened Tickets</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Point granted to the last assignee, instead of the agent who got
the last solved point on that ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solved Point</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solved Tickets</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Agent receives solved point when:</p>
<p class="p" dir="ltr">- Status changes to solved</p>
<p class="p" dir="ltr">- Agent does not have solved points for this ticket before</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First Response Time (FRT)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First Response Time (FRT)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Agent receives FRT if:</p>
<p class="p" dir="ltr">- Ticket receives a public comment from an active agent</p>
<p class="p" dir="ltr">- No FRT values on ticket</p>
<p class="p" dir="ltr">FRT value calculated as difference between audit time and ticket
creation time.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of Unique Tickets with Time Spent</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tickets Touched</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Number of unique tickets in selected time interval.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Resolution Rate</td>
<td class="entry row-nocellborder" style="vertical-align:top;">Resolution Rate</td>
<td class="entry cellrowborder" style="vertical-align:top;">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.</td>
</tr>
</tbody>
</table>
</div>
Contact your Zendesk account representative or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> for additional information.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_j55_1ck_fcc">
<h2 class="title topictitle2" id="ariaid-title6">Migration considerations</h2>
<div class="body">
<p class="p">Depending on which legacy version of Tymeshift you’re on, your migration experience will
differ. </p>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">Make sure you consider the following before your migration occurs.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ng4_tck_fcc">
<h3 class="title topictitle3" id="ariaid-title7">Migrating from legacy Tymeshift 2022</h3>
<div class="body">
<p class="p">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.</p>
<p class="p">The following actions must be taken before your migration occurs or by
January 31, 2025, at the latest:</p>
<div class="p">
<ul class="ul" id="topic_ng4_tck_fcc__ul_tsc_krg_ldc">
<li class="li">If you’re still using Rules, you need to delete them before your migration occurs.
Select the <a class="xref" href="https://v1support.tymeshift.com/hc/en-us/articles/115004130514-Create-and-manage-Rules" target="_blank">Rules settings page</a> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374423066" target="_blank">Creating WFM automations</a>.</li>
<li class="li">Access the <a class="xref" href="https://v1support.tymeshift.com/hc/en-us/articles/115004034853-Agent-Permissions" target="_blank">Agent Permissions</a> page. <a class="xref" href="https://v1support.tymeshift.com/hc/en-us/articles/115004034853-Agent-Permissions#Use" target="_blank">Use the filtering options</a> to identify and take
note of which agents have the Task Lock user setting turned on. </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_twq_zck_fcc">
<h3 class="title topictitle3" id="ariaid-title8">Migrating from legacy Tymeshift V1</h3>
<div class="body">
<p class="p">When migrating from legacy Tymeshift V1 to the WFM add-on, historical data is not
migrated.</p>
<p class="p" dir="ltr">In addition to the actions mentioned above for legacy Tymeshift 2022 customers, the
following must also be rebuilt:</p>
<ul class="ul" id="topic_twq_zck_fcc__ul_b15_2sg_ldc">
<li class="li" dir="ltr">Scheduling</li>
<li class="li" dir="ltr">Reporting</li>
</ul>
<p class="p">Before your migration, and no later than May 30, 2025, ensure you access the <a class="xref" href="https://v1support.tymeshift.com/hc/en-us/articles/115004130514-Create-and-manage-Rules" target="_blank">Rules settings page</a> page to note the rules you
want to rebuild in the WFM add-on, as well as your <a class="xref" href="https://v1support.tymeshift.com/hc/en-us/articles/115004034853-Agent-Permissions" target="_blank">Agents' Permissions</a> for the Task Lock
settings.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Use <a class="xref" href="https://docs.google.com/forms/d/1wyxrxuJqJe12M-YJpgx0l_DfcKUy2W7Ra-YP1hHyi7A/viewform?edit_requested=true" target="_blank">this selection form</a> to choose one of the
following migration dates: March 31, April 30, or May 30, 2025.</div>
</div>
<p class="p" dir="ltr">Your account admins will receive an email when it’s time to configure the WFM add-on.
</p>
<p class="p" dir="ltr">An admin should then access <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374423066" target="_blank">WFM automations</a> to recreate any saved rules
as automations. They should also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730" target="_blank">update task lock settings for any selected agents</a>.</p>
<p class="p" dir="ltr">For assistance with rebuilding your scheduling, reporting, and other features
in the WFM add-on, contact your Zendesk account representative or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support.</a></p>
</div>
</div>
</div>
</body>