Key Metrics in Zendesk WFM Agent Attendance Report
What are the key metrics in the Agent Attendance report in Zendesk WFM?
The Agent Attendance report in Zendesk WFM includes several key metrics that help you track agent performance. These metrics include Scheduled Time, Total Time, Attendance Rate, Attendance Duration, Occupancy Rate, Unpaid General Task Duration, Late Occurrences and Duration, Left Early Occurrences and Duration, Overtime Occurrences, and Overtime Duration.
Each of these metrics provides insights into different aspects of agent attendance and productivity. For example, the Attendance Rate measures the hours an agent is scheduled to work compared to the hours they actually worked, while the Occupancy Rate helps you understand how much of an agent's time is spent on support-related activities. For more detailed definitions and formulas, you can refer to theoriginal Zendesk documentation.
More related questions
How is the Attendance Rate calculated in Zendesk WFM?
The Attendance Rate in Zendesk WFM is a measure of how well agents adhere to their scheduled work hours. It is calculated by dividing the number of hours an agent actually works by the number of hours they were scheduled to work. This metric…
What does the Occupancy Rate indicate in Zendesk WFM?
The Occupancy Rate in Zendesk WFM indicates how much of an agent's time is spent on support-related activities versus non-support activities during their paid time. It is sometimes referred to as Utilization. This metric is crucial for…
How can I track overtime occurrences and duration in Zendesk WFM?
In Zendesk WFM, you can track overtime occurrences and duration to monitor when agents work beyond their scheduled hours. Overtime Occurrences count the number of times an agent records time outside their scheduled hours, while Overtime Duration…
What are the Time-off report metrics in Zendesk WFM?
The Time-off report metrics in Zendesk WFM help you manage and track agent time-off requests. These metrics include Approved Occurrences and Duration, Unplanned Occurrences and Duration, and Planned Occurrences and Duration. These metrics provide…
How can I report on time-off for future dates in Zendesk WFM?
Reporting on time-off for future dates in Zendesk WFM can be a bit tricky, especially when dealing with time zone differences. Users have noted issues with time breakdowns showing incorrect durations across days. To ensure accurate reporting, it's…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
