This article lists the metrics available for the system report templates in Zendesk Workforce management (WFM).
This article contains the following topics:
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Agent attendance report metrics
The Agent attendance report metrics include:
| Metric | Description | Formula |
|---|---|---|
| Attendance (duration) | Number of hours agents worked during their scheduled timeframes, regardless of adherence to their allocated schedules, within the requested timeframe. | N/A |
| Attendance (rate) | Measure of the hours an agent is scheduled to work against the hours they actually worked within the requested timeframe and date range. | Number of hours the agent is working / Number of hours the agent was scheduled to work |
| Late (duration) | Total time elapsed between the shift start and when the agent logged in, within the selected date range. | Sum of time of clock in time after schedule start time |
| Late (occurrences) | Count of occurrences when an agent logged in after their scheduled shift start time. This may happen multiple times in a single day. | Count clock in time after schedule start time |
| Left early (duration) | Total time elapsed between when the agent logged off and the scheduled end time of their shift for occurrences identified within the selected date range. | Sum of time of clock out before schedule end time |
| Left early (occurrences) | Count of occurrences when an agent logged off before their scheduled shift end time. This may happen multiple times in a single day. | Count of instances where the clock-out time is before the scheduled end time |
| Occupancy rate | Occupancy rate indicates the proportion of an agent's paid time spent on support-related activities versus non-support activities. The industry standard is 75-85%. |
(Ticket time + Productive general task time) / (Ticket time + Productive general task time + Untracked time) If one of the attributes you use to group your report is activity type, when calculating occupancy, the total of the grouping level above is used as the denominator in the calculation. |
| Occupancy rate (OCR) |
Occupancy rate helps you to understand how much of an agent's time is spent on
support-related activities versus non-support activities within their paid time.
Industry-standard is 75-85%.
Note: This calculation applies only to customers
participating in the WFM Unified Agent Status Integration closed EAP using
Omnichannel routing (OCR).
|
(Ticket Time + Productive (UAS) Time) / (Ticket time + Idle time - Unpaid (UAS) time) If one of the attributes you use to group your report is activity type, when calculating occupancy, the total of the grouping level above is used as the denominator in the calculation. |
| Overtime (duration) | Total recorded time outside of the scheduled hours for occurrences identified within the selected date range. | Sum of time of clock-outs that occur outside of scheduled hours |
| Overtime (occurrences) | Count of occurrences where time is recorded outside of scheduled hours. An agent can have multiple shifts in a day, so this may happen more than once. | Count of clock-outs outside of scheduled hours |
| Scheduled time | Total amount of time the agent was scheduled to work within the requested timeframe. Schedules have to be published to be counted. | N/A |
| Total time | Total amount of time the agent was logged in within the time frame requested. | N/A |
| Unpaid general task (duration) | Sum time an agent tracked in a general task where the option Log this general task as paid time is turned off under Occupancy settings. | N/A |
Time off report metrics
The Time off report metrics include:
| Metric | Description | Formula |
|---|---|---|
| Approved (duration) | Sum of time of approved, planned, and unplanned time off (occurrences). | N/A |
| Approved (occurrences) | Count of occurrences, of approved planned, and unplanned occurrences. | N/A |
| Planned time off (duration) | This comes from the time off request reason, specifically, the planned type. | Sum of time of planned occurrences for the requested time frame |
| Planned time off (occurrences) | This comes from the time off request reason, specifically, the planned type. | Count of planned occurrences for the requested time frame |
| Unplanned time off (duration) | This comes from the time off request reason, specifically, the unplanned type. | Sum of time of unplanned occurrences for the requested time frame |
| Unplanned time off (occurrences) | This comes from the time off request reason, specifically, the unplanned type. | Count of unplanned occurrences for the requested time frame |
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