Eugene Cheok
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Latest activity by Eugene Cheok
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Eugene Cheok created an article,
Forecast vs Actual Report (Early Access)
This feature is in Early Access and if you would like to try this feature out, please fill in the form available here. The Forecast vs Actual report shows you a comparison of the forecasted data v...
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Eugene Cheok created an article,
Default Agent Attendance Metrics
Below is a list of metrics currently available for the Default Agent Attendance Report feature. You will find the exact definitions for each metric and formulas for some of the metrics we use. Sc...
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Eugene Cheok created an article,
Default Agent Attendance Report
The Default Agent Attendance Report in the Reports feature will give you insights on historical agent attendance. This report will allow you to analyze your agents attendance over a selected period...
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Eugene Cheok created an article,
Why do I see flat lines in my Forecast in yearly view?
The flat lines in the yearly view of the forecast is expected. Tymeshift aggregates the data per week for the yearly view and therefore you will see a flat line. This represents weekly inbound volu...
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Eugene Cheok created an article,
Quick Switcher Navigation
Tymeshift's Quick Switcher is built for people who like switching features using only keyboard shortcuts — the mark of an advanced user. Mac Hold down Command (CMD) + K buttons at the same time. A ...
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Eugene Cheok created an article,
Import Historical Volume for Forecast
In this article, you can find the steps on how to import Historical Volume into your Forecast below: Access Forecast and choose the Workstream you would like to import the data for Select three do...
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Eugene Cheok created an article,
Login Options
Once you've installed Tymeshift, you can choose how you'd like to access it from the login options below. Authentication within Zendesk Google single sign-on Local login SAML Integration (Coming S...
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Eugene Cheok created an article,
Business Hours for Forecast
In this article, you will learn how to specify the business hours you would like Tymeshift to forecast for. Open Forecast in Tymeshift. This step is optional: Choose the Day view (any other view y...
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Eugene Cheok created an article,
Rules
Creating Rules lets Tymeshift automatically perform actions based on your specifications. At the moment, the only rule available is to End Day and Delete Timesheet to clean up the times if an agent...
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Eugene Cheok created an article,
How should I choose reporting metrics?
There's no single answer to that question. It really depends on your company's unique goals. Check out this blog post from our CEO, David. It'll help you to learn more about which KPIs you should c...
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