Agent attribution in Zendesk WFM is affected by how tickets are solved. If a ticket is resolved through automation, it won't be attributed to any agent, which can lead to differences in solved ticket numbers compared to Zendesk. This is important to consider when analyzing agent performance and ticket resolution metrics.
Zendesk and Zendesk WFM count solved tickets differently, leading to discrepancies in numbers. In Zendesk WFM, if a ticket is solved by an automation rather than an agent, it doesn't count towards an agent's solved ticket total. This difference in…
In Zendesk WFM, tickets solved by automation are not attributed to any agent, affecting solved ticket counts. This means that if an automation resolves a ticket, it won't be counted as a solved ticket for any agent, which can lead to differences in…