The Agent attendance page in Zendesk Workforce management (WFM) allows you to easily view who is working, who may have started after their assigned time, who isn't in attendance, their logged time, and more.
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 shift assigned to the agent for the selected day.
- Time Scheduled: The duration of time the agent is scheduled to work that day.
- Logged: The interval of time the agent was logged in up to the latest data refresh (data refreshes at least every five minutes).
- Time Logged: The duration of time logged by the agent for that day 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: The percentage of time used in productive activities within paid time.
If the agent worked outside their scheduled hours, two shifts are displayed. The second shift entry shows unscheduled hours. This is not an actual shift but time spent outside of scheduled hours. For example, if an agent started an hour before their scheduled time, a second shift entry is added for time spent outside of their scheduled hours.
As a manager, you can see agents' attendance for your selected day in your local timezone. However, if you're viewing data for an agent in a different timezone, times may appear as if they're from the previous day. It's recommended that you adjust your timezone settings to match the agent you are viewing.
Filtering agent attendance
Filter agents' attendance to organize your view.
You can filter by attendance type, location, team, and group. You can also hide agents based on certain criteria.
The following filtering options are available:
Attendance
- Clocked in
- Clocked in and not scheduled
- Late today (These agents arrived late at some point during the day but may already be working.)
- Late right now (These agents are currently late and haven’t yet started their shifts.)
- 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.