WFM system report metrics

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

Summary: ◀▼

You can track key workforce management metrics like agent attendance, lateness, early departures, occupancy rates, overtime, and scheduled versus actual work time. Time off metrics include approved, planned, and unplanned durations and occurrences, plus billable hours lost. These metrics help you monitor agent productivity, adherence to schedules, and manage time off effectively for better team performance and resource planning.

This article lists the metrics available for the system report templates in Zendesk Workforce management (WFM).

This article contains the following topics:

Agent attendance report metrics
Agent activity report metrics
Time off report metrics

Agent attendance report metrics

The Agent attendance report metrics include:

Attendance (duration)
Attendance (rate)
Late (duration)
Late (occurrences)
Left early (duration)
Left early (occurrences)
Occupancy rate
Occupancy rate (with unified agent status synchronization)
Overtime (duration)
Overtime (occurrences)
Scheduled time
Total time
Unpaid general task or status (duration)

Metric	Description	Formula
Attendance (duration)	Number of hours agents worked during their scheduled timeframes, regardless of adherence to their allocated schedules, within the requested timeframe.	N/A
Attendance (rate)	Measure of the hours an agent is scheduled to work against the hours they actually worked within the requested timeframe and date range.	`Number of hours the agent is working / Number of hours the agent was scheduled to work`
Late (duration)	Total time elapsed between the shift start and when the agent logged in, within the selected date range.	Sum of time of clock in time after schedule start time
Late (occurrences)	Count of occurrences when an agent logged in after their scheduled shift start time. This may happen multiple times in a single day.	Count clock in time after schedule start time
Left early (duration)	Total time elapsed between when the agent logged off and the scheduled end time of their shift for occurrences identified within the selected date range.	Sum of time of clock out before schedule end time
Left early (occurrences)	Count of occurrences when an agent logged off before their scheduled shift end time. This may happen multiple times in a single day.	Count of instances where the clock-out time is before the scheduled end time
Occupancy rate	Occupancy rate indicates the proportion of an agent's paid time spent on support-related activities versus non-support activities. This calculation follows COPC (Customer Operations Performance Center) standards for contact center workforce management. The industry benchmark for occupancy is 75-85%. High occupancy (>85%) may indicate that agents are constantly busy with little idle time, which could lead to burnout. Low occupancy (<70%) may indicate that agents have significant idle time between customer interactions.	`(Ticket time + Productive general task time) / (Ticket time + Productive general task time + Untracked time + Unproductive general task time)` If you use activity type as an attribute to group your report, the total of the grouping level above is used as the denominator in the calculation of occupancy.
Occupancy rate (with unified agent status synchronization)	Occupancy rate helps you to understand how much of an agent's time is spent on support-related activities versus non-support activities within their paid time. Note: This calculation applies only to customers with unified agent status synchronization. This calculation follows COPC (Customer Operations Performance Center) standards for contact center workforce management. The formula measures productive time as a percentage of paid logged time ("Login Live"). The industry benchmark for occupancy is 75-85%.	`Ticket time + Productive status time) / (Ticket time + Idle time - Unpaid status time)` Only the productive portion is used in the Occupancy numerator; all idle time is used in the denominator. If you use activity type as an attribute to group your report, the total of the grouping level above is used as the denominator in the calculation of occupancy.
Overtime (duration)	Total recorded time outside of the scheduled hours for occurrences identified within the selected date range.	`Sum of time of clock-outs that occur outside of scheduled hours`
Overtime (occurrences)	Count of occurrences where time is recorded outside of scheduled hours. An agent can have multiple shifts in a day, so this may happen more than once.	Count of clock-outs outside of scheduled hours
Scheduled time	Total amount of time the agent was scheduled to work within the requested timeframe. Schedules have to be published to be counted.	N/A
Total time	Total amount of time the agent was logged in within the time frame requested. Includes time in all activities, general tasks, and untracked time.	N/A
Unpaid general task or status (duration)	Sum time an agent tracked in a general task or unified agent status where the option to log as paid time is turned off under Occupancy settings.	N/A

Agent activity report metrics

The Agent activity report metrics include:

Adherence rate
Assigned points
Attended points
Escalated points
Paid general task or status time
Paid time
Reopened points
Scheduled time
Solved points
Total time
Unpaid general task or status time

Metric	Description	Formula
Adherence rate	Percentage of time the agent activities complied with the schedule.	`(Time in adherence / Total scheduled time) x 100`
Assigned points	Assigned points represent the total number of tickets assigned to an agent. An agent receives an assigned point when: They assign the ticket to themselves Another user assigns the ticket to the agent An automation assigns the ticket to the agent The agent can receive only one point per ticket.	N/A
Attended points	An agent receives an attended point for performing any of the following actions: Changing the status of a ticket Leaving a public comment or an internal note Reassigning the ticket to themselves Reassigning the ticket to another agent in the same group An agent does not receive multiple points for a single audit. For example, if they leave a comment, change the status, add a tag, and then click submit, they only receive one attended point. However, if they leave a comment, click submit, and then return to the ticket, change the status, and click submit again, they receive a total of two attended points. Additionally, an attended point is also given to agents who solve or escalate a ticket. They receive a solved point and an attended point respectively.	N/A
Escalated points	An escalated point is attributed to an agent when: They assign a ticket, previously assigned to them, to a different group. An escalated point is not given to an agent when: The agent assigns the ticket to themselves in a different group. The agent has already received an escalated or solved point for that ticket.	N/A
Paid general task or status time	Sum time an agent tracked in a general task or unified agent status where the option to log this general task or status as paid time is turned on under Occupancy settings.	N/A
Paid time	Total time the agent tracked excluding any unpaid general task or status time, for example, lunch. These are general tasks and unified agent statuses that have the option to log this general task or status as paid time turned off under Occupancy settings.	`Total time - Unpaid general task or status time`
Reopened points	An agent receives a reopened point every time a ticket changes from solved to open. A reopened point is counted for the agent who previously changed the ticket to solved.	N/A
Scheduled time	Same as the agent attendance scheduled time report metric.	N/A
Solved points	A solved point is given to an agent who solves a ticket. The first time a ticket is solved by an agent, the agent solving it receives one solved point. Solved points are counted once per ticket for each agent.	N/A
Total time	Same as the agent attendance total time report metric.	N/A
Unpaid general task or status time	Sum of time an agent is tracked in a general task or unified agent status that has the option to log as paid time turned off under Occupancy settings.	N/A

Time off report metrics

The Time off report metrics include:

Approved (duration)
Approved (occurrences)
Billable hours
Planned time off(duration)
Planned time off (occurrences)
Unplanned time off (duration)
Unplanned time off (occurrences)

Metric	Description	Formula
Approved (duration)	Sum of time of approved, planned, and unplanned time off (occurrences).	N/A
Approved (occurrences)	Count of occurrences, of approved planned, and unplanned occurrences.	N/A
Billable hours	Net number of paid hours lost as a result of time off requests.	`Billable hours = Total time off duration – Duration of unpaid activities (within the same scheduled window)`
Planned time off (duration)	This comes from the time off request reason, specifically, the planned type.	Sum of time of planned occurrences for the requested time frame
Planned time off (occurrences)	This comes from the time off request reason, specifically, the planned type.	Count of planned occurrences for the requested time frame
Unplanned time off (duration)	This comes from the time off request reason, specifically, the unplanned type.	Sum of time of unplanned occurrences for the requested time frame
Unplanned time off (occurrences)	This comes from the time off request reason, specifically, the unplanned type.	Count of unplanned occurrences for the requested time frame