About custom WFM report templates

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

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Create custom WFM report templates to analyze workforce metrics over time. You can group data by various attributes and apply filters for detailed insights. Save and reuse templates, edit them as needed, and export reports in CSV format. 

In Zendesk Workforce management (WFM), you can create custom reports to gain insight into a variety of metrics, such as your workforce performance over a selected period of time. You can group data in a multiple ways and apply specific filters for a more granular view from the Reports page.

When you create custom report templates, they're saved and can be reused for different time periods or parameters.

This article contains the following topics:

• Understanding data aggregation in custom reports
• Accessing the Reports page
• Creating a custom report template
• Editing a custom report template
• Exporting a report

Related articles:

• About system WFM report templates
• Custom WFM report metrics

Understanding data aggregation in custom reports

On the WFM reporting page, data is grouped differently depending on the time period you select. Here’s how it works:

• 1 day or less: Data is displayed in 15- or 30-minute intervals.
• Up to 7 days: Data is grouped by hour or day.
• Up to 31 days: Data is shown by day or week.
• Up to 13 weeks: Data is grouped by week, month, or quarter.
• Up to 58 weeks (about 13 months): Data is shown by month or quarter.

These rules ensure the data remains easy to read and understand, regardless of the time period.

Accessing the Reports page

To access the Reports page

• Hover over the folder icon, then select Reports.

Creating a custom report template

To create a custom report template

1. In Zendesk WFM, hover over the reports folder () in the navigation bar, then select Reports.
2. Click the plus icon () to create a template.
3. Enter a Title.
4. The timezone defaults to your account's timezone. Click the menu if you want to select a different timezone.
5. Click the arrow to expand the Metrics section, then select one or more metrics.
6. Click the arrow to expand the Attributes section, then choose how to Group the data.

   

   You can select up to three different grouping attributes from the following options:

   • Activity type
   • Agent name
   • Custom field
   • Location
   • Team
   • Ticket group
   • Ticket ID
   • Ticket status
   • Custom field
   • Location
   • Team
   • Ticket group
   • Ticket ID
   • Ticket status
   • Ticket via type
   • Time breakdown
   If you select to group by a custom field, you must select the field from the Custom field menu that appears.
7. Click the arrow to expand the Filters section, then select the report filters.
   Filters allow you to specify which data you want to analyze in the report.

   If you grouped your report by custom fields, the field appears in the Filters section and you can select an option to filter the report by.
8. When you're done setting up your report, click Save.
9. Select the time period for the report. After selecting a time period, the data is presented in the Reports page.

Reusing custom report templates

If you want to use the same template multiple times, you can duplicate it by hovering over the template and then clicking the options menu icon () next to the template name.

Duplication is useful for when you want to reuse most of the configurations of a template already set and only need to change filtering criteria or make some adjustments to the attributes or grouping.

Note that you can also create custom reports by copying system report templates. See Creating a custom report from a system report template.

Editing a custom report template

To edit a report template

1. Hover over the folder icon (), then select Reports.
2. Select a template you want to edit and then click the Edit icon ().
   After you click the Edit icon to start editing a template, you can select different templates and edit them without having to click the Edit icon again.
3. In the edit view, you can edit the name, the timezone or the parameters in that report.

   You can also delete report templates in this view.

4. Click Save.

Exporting a report

To export a report

1. Hover over the folder icon and select Reports.
2. Select a Report template you want to export.
3. Select the Time period for which you want to export the report data.
4. Click Export CSV.

   A message appears confirming that the report is being generated and a link to download the report will be sent to your email. The report is exported in hh:mm:ss format, but you can use the following formula to convert it to seconds: =VALUE([CELL#]*24*3600)

You can also generate a partial export for each grouping level in the report by hovering over the grouping name and clicking the action menu next to the name. The Export CSV option appears. This exports the selected grouping section only.

Note: The more metrics, attributes, or filters added in the Reports, the longer it takes to generate. You can export a maximum of 406 days or 58 weeks in 1 export. Agent Activity related metrics, both on the Reports and Agent Activity pages, show only accurate information from the date the Reports feature was activated in your Zendesk WFM account onward.