Tracking Overtime in Zendesk WFM
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.
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