Understanding the 'Occupancy' Field on Agent Attendance Page
What does the 'Occupancy' field represent on the Agent attendance page?
The 'Occupancy' field on the Agent attendance page represents the percentage of time an agent spends on productive activities within their paid time. This metric helps managers assess how effectively agents are utilizing their work hours.
By analyzing occupancy rates, you can identify areas for improvement in agent productivity and ensure that work hours are being used efficiently.
More related questions
How do I access the Agent attendance page in Zendesk WFM?
To access the Agent attendance page in Zendesk Workforce Management (WFM), simply open the Zendesk WFM web app. Once you're in, hover over the agent folder in the top navigation bar and select 'Agent attendance'. This will take you to the page…
What information can I find on the Agent attendance page?
The Agent attendance page provides a comprehensive view of agent performance, including who is working, who started late, and who isn't in attendance. It includes fields such as Scheduled, Time Scheduled, Logged, Time Logged, Unpaid Breaks, Late,…
How can I filter agent attendance in Zendesk WFM?
Filtering agent attendance in Zendesk WFM helps you organize your view by various criteria. You can filter by attendance type, such as Clocked in, Late today, or Overtime. Additionally, you can filter by Locations, Teams, and Groups, or hide users…
What does the 'Late' field indicate on the Agent attendance page?
The 'Late' field on the Agent attendance page indicates the time difference between an agent's scheduled start time and their actual login time. This helps managers identify agents who started their shifts later than planned. By monitoring the…
How does timezone affect viewing agent attendance data?
Timezone settings can impact how you view agent attendance data. If you're viewing data for an agent in a different timezone, the times may appear as if they're from the previous day. To ensure accuracy, it's recommended to adjust your timezone…
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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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