How to Use WFM Report Templates - Frequently asked questions
Frequently asked questions
How can I access the Zendesk WFM Reports page?
To access the Zendesk WFM Reports page, simply navigate through the web app. Hover over the reports folder in the navigation bar and select 'Reports'. This will take you to the Reports page where you can view various system report templates, such…
What are Zendesk WFM system report templates?
Zendesk WFM system report templates are pre-defined reports that help managers monitor agent performance, attendance, and time-off requests. These templates include the Agent activity, Agent attendance, and Time-off reports. They provide…
Can I create a custom report from a Zendesk WFM system report template?
Yes, you can create a custom report from a Zendesk WFM system report template by duplicating it. To do this, access the Reports page, hover over the system report you want to copy, and click the options menu. Select 'Duplicate template' to copy…
What kind of data do Zendesk WFM system report templates provide?
Zendesk WFM system report templates provide historical data on agent activities, attendance, and time-off requests. The Agent activity report offers a historical view of each agent’s activities, adherence percentage, productivity points, and paid…
Can Zendesk WFM system report templates be exported?
Yes, Zendesk WFM system report templates can be exported for further analysis or record-keeping. To learn more about scheduling report exports, you can refer to the relevant section in the Zendesk help documentation. Exporting reports allows you…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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