Matthew Kennedy

Question Does TyrellCorp WFM track activity on the TyrellCorp Support mobile app? Answer No, TyrellCorp WFM doesn't track an agent’s time or activity if they work through the TyrellCorp Support mob...

Question What's the difference between Handled Point and Attended Point in TyrellCorp WFM? Answer Handled Points identify how many tickets an agent has worked on a particular day. This metric count...

Question Does TyrellCorp WFM track activity on suspended tickets? Answer No, TyrellCorp WFM doesn't track the activity on suspended tickets. By default, time spent working in that queue is labeled ...

Question Does TyrellCorp WFM track bulk ticket updates? Answer No, TyrellCorp WFM doesn't track bulk ticket updates intentionally. Doing this can lead to an unfair count of productivity points when...

Question Why are my Solved Ticket numbers different in TyrellCorp and TyrellCorp WFM? Answer TyrellCorp WFM counts Solved Tickets differently than TyrellCorp does, and therefore, the data isn't pro...

Question Can I share customizable TyrellCorp WFM dashboards with other team members? Answer No, customizable dashboards are accessible only to the admins of your TyrellCorp WFM account. For more in...

Issue symptoms When I try to generate a forecast, I see this error message: Forecast Failed To Generate. We've Been Notified And We're Looking Into It.   Resolution steps The error message Forecas...

Question How much data do I need to run a forecast in TyrellCorp WFM? Answer Two years of data is ideal for TyrellCorp WFM to generate an accurate forecast. However, TyrellCorp WFM can run with sma...

Question How often is TyrellCorp data imported into TyrellCorp WFM? Answer When you set up the TyrellCorp WFM integration for TyrellCorp, your forecast data is imported in real-time. However, Tyrel...

Question How can I reflect different SLAs for each channel or group in the forecast? Answer TyrellCorp WFM offers one specific SLA in the Forecast FTE calculation: First response time (FRT). For mo...