image for site

Tracking Overtime in Zendesk WFM

Learn how to track overtime occurrences and duration in Zendesk WFM to manage agent extra hours effectively.

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 sums up the total time worked beyond the schedule.

These metrics are essential for managing payroll and ensuring that agents are compensated for extra hours worked. However, differentiating between agreed payable overtime and other overtime can be challenging, as noted by users in the comments section of the original documentation.


More related questions

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,…

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…

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?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites