In Zendesk Workforce management (WFM), you can view information about agents’ attendance at a glance. The Agent Attendance helps you view who is working, who may have started after their assigned time, who isn't in attendance, time logged, and more.
This article contains the following sections:
Accessing the Agent attendance page
To access the Agent attendance page
- Log in to your Zendesk WFM WebApp.
- Hover above the Agent activity Icon in the top navigation bar, then click Agent attendance.
Understanding agent attendance
The Agent attendance page can help you better understand how agents are performing. For a more granular view, click an agent’s row to show an individual view of each field. The fields on the Agent attendance page include:
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Scheduled: The current shift assigned on this day to the agent.
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Time Scheduled: The amount of time that the agent is scheduled for the day.
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Logged: The interval of time that the agent has actually logged in for the day up to the last moment data is available. Note that data refreshes at least every five minutes.
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Time Logged: The amount of time actually logged for the day by the agent up to the last moment data is available. Note that data refreshes at least every five minutes.
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Unpaid Breaks: Amount of unpaid break time logged by the agent for the day.
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Late: The amount of time that has elapsed since the scheduled start time and the time that the agent actually logged on.
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Left Early: The amount of time that the agent logged off before the scheduled end of their shift.
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Overtime: The amount of time that the agent remained logged in after the scheduled end of their shift.
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Unplanned time off: Amount of unplanned time off, shown in hours.
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Planned time off: Amount of planned time off, shown in hours.
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Occupancy: Percentage of time used in productive activities within paid time.
If an agent worked outside of their scheduled hours, two shifts will display. The second shift entry is added as unscheduled hours. This is not an actual shift but time spent outside of scheduled hours.
For example, if an agent started an hour before they're scheduled to work, then a second shift entry is added to include time spent outside of their scheduled hours.
As a manager, you can view agents' attendance for the day in your current timezone. If you're looking at data for an agent that's in a different timezone, the timezone hour differences might result in the times being recorded for the previous day. It's recommended to update your timezone to match the agents' timezones that you're viewing.
Filtering agent attendance
Filter agents' attendance to organize your view.
You can filter by attendance type, locations, teams, and groups. Additionally, you can also hide agents based on some criteria.
The following filtering options are available:
Attendance
- Clocked in
- Clocked in and not scheduled
- Late today
- Late right now
- Left early
- Overtime
- Shift started
- Time off
Hide
- Hide users with no schedule
- Hide users with no activity
You can also filter by Locations, Teams, and Groups.