About custom WFM report templates

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

In Zendesk Workforce management (WFM), you can create custom reports to gain insight into a variety of metrics, such as your workforce performance over a selected period of time. You can group data in a multiple ways and apply specific filters for a more granular view from the Reports page.

When you create custom report templates, they're saved and can be reused for different time periods or parameters.

This article contains the following sections:

• Accessing the Reports page
• Creating a custom report template
• Editing a custom report template
• Exporting a report

Related articles:

• About system WFM report templates
• Custom WFM report metrics

Accessing the Reports page

To access the Reports page

• Hover over the folder icon, then select Reports.
  

Creating a custom report template

To create a custom report template

1. Hover over the folder icon, then select Reports.
2. Click the plus sign (+) icon to create a template.
3. Enter a Title.
4. The timezone defaults to your account's timezone. Click the menu if you want to select a different timezone.
5. Click the arrow to expand the Metrics section, then select one or more metrics.
6. Click the arrow to expand the Attributes section, then choose how to Group the data. For example, group the data by ticket status or a custom field. You can select up to three different grouping attributes.
   
   Note: If you select to group by a custom field, you must select the field from the Custom field menu that appears.
7. Click the arrow to expand the Filters section, then select the report filters. Filters allow you to specify what data you want to analyze in the report.
   
   Note: If you grouped your report by custom fields, the field appears in the Filters section and you can select an option to filter the report by.
8. When you're done setting up your report, click Save.
   Next, select the time period for the report. After selecting a time period, the data is presented in the Reports page.

Reusing custom report templates

If you want to use the same template multiple times, you can duplicate it by hovering over the template and then clicking the options menu icon (three dots) next to the template name. Duplication is useful for when you want to reuse most of the configurations of a template already set and only need to change filtering criteria or make some adjustments to the attributes or grouping.

Note that you can also create custom reports by copying system report templates. See Creating a custom report from a system report template.

Editing a custom report template

To edit a report template

1. Hover over the folder icon, then select Reports.
2. Select a template you want to edit and then click the pencil icon.
3. In the edit view, you can edit the name, the timezone or the parameters in that report.
   You can also delete report templates in this view.
4. When you're done, click on Save.

Note: After you click the pencil icon to start editing a template, you can select different templates and edit them without having to click on the pencil icon again.

Exporting a report

To export a report

1. Hover over the folder icon, then select Reports.
2. Select a report template you want to export, then choose the time period.
3. Click Export CSV.
   A message appears confirming that the report is being generated and a link to download the report will be sent to your email. Note the report will be exported in hh:mm:ss format but if you would like to convert it to seconds, you can use this formula: =VALUE([CELL#]*24*3600)

You can also generate a partial export for each grouping level in the report. To generate a partial export, hover over the grouping name and click on the action menu before the name. The Export CSV option appears. This exports the selected grouping section only. 

Note: The more metrics, attributes, or filters added in the Reports, the longer it will take to generate. You can export a maximum of 406 days or 58 weeks in 1 export. 

Note: Agent Activity related metrics, both on the Reports and Agent Activity pages, will only show accurate information, from the date the Reports feature was activated in your Zendesk WFM account onward.