The Agent attendance page in Zendesk Workforce management (WFM) allows you to easily view who is currently working, their logged time, who may have started late, who is absent, and more.
Managers can analyze detailed attendance metrics, such as time logged, unpaid breaks, and time off. They can also view exact clock in and clock out times for each agent's shift, understand how agents allocate their time across shifts, and identify patterns over time, such as frequent late logins or unplanned time off. These insights can support better decision-making in workforce management.
This article contains the following sections:
Accessing the Agent attendance page
To acess the Agent attendance page
- Open the Zendesk WFM web app.
- Hover over the agent folder (
) in the top navigation bar, then select Agent attendance.
Understanding agent attendance
The Agent attendance page helps you understand agent performance. Click an agent’s row for a more granular view.
The Agent attendance page consists of the following fields:
- Scheduled:The agent's assigned shift for the selected day.
- Time Scheduled: The duration of the agent's scheduled workday.
-
Logged: Time intervals when the agent was logged in, tracked through clock-in and clock-out events.
Data refreshes at least every five minutes.
- Time Logged: The total duration the agent was logged in up to the latest data refresh.
- Unpaid Breaks: The duration of unpaid break time logged by the agent.
- Late: The time between the scheduled start and the actual login time.
- Left Early: The time the agent logged off before the scheduled end of their shift.
- Overtime: The time the agent stayed logged in after their scheduled shift ended.
- Unplanned time off: The duration of unplanned time off, shown in hours.
- Planned time off: The duration of planned time off, shown in hours.
- Occupancy: Percentage of time used in productive activities within paid time.
If an agent displays an expandable list, that means they have two shifts in the same day. Each line displays that shift’s indicators.
As a manager, you can see agents' attendance for your selected day in your local time zone. However, if you're viewing data for an agent in a different time zone, times may appear as if they're from the previous day. It's recommended that you adjust your time zone settings to match the agent you are viewing. See Using the WFM time zone switcher.
Filtering agent attendance
Filter agents' attendance based on criteria such as attendance type, location, team, and group. You can also hide agents meeting specific conditions.
The following filtering options are available:
Attendance
- Clocked in
- Clocked in and not scheduled
- Late today (Agents who arrived late at any point during the day. They may currently be working.)
- Late right now (Agents who are late and have not started their shift at the time the report is being consulted.)
- Left early
- Overtime
- Shift started
- Time off
Hide
- Hide users with no schedule
- Hide users with no activity
Exporting agent attendance indicators
You can export agents' attendance indicators to a comma-separated values (CSV) file.
The file exported reports on agents' attendance indicators for a selected day, and can help you identify patterns in agent behavior over time.
To export agent’s attendance indicators
- Select the day and filters for your CSV export file.
Note: The export is limited to 800 agents and 800 activities per agent. If your export request exceeds this limit, please use the filters to decrease it.
- Click the Export CSV button in the top right corner of the Agent attendance page.
- Check your inbox for an email with the link to download the CSV export of your agents’ attendance activity for the selected date and metrics.
The CSV file is accessible only through this secure link. The link expires after 30 days.
The exported report includes:
- Date
- Agent name
- Schedule
- Time Scheduled
- Logged
- Time Logged
- Unpaid breaks
- Late
- Left early
- Overtime
- Planned Time off
- Unplanned Time off
- Occupancy