Managers can monitor agent performance, attendance, and time-off requests with pre-defined Zendesk Workforce management (WFM) system report templates. Use the historical information in these reports to identify patterns and gain insight into agent activity and attendance.
This article contains the following sections:
- Accessing the Reports page
- Understanding system report templates
- Creating a custom report from a system report template
Related articles:
Accessing the Reports page
System report templates are for historical reporting and don't contain same-day data. For same-day or real-time attendance and activity monitoring, see the Agent attendance and Agent activity pages.
To access the Reports page
-
In the Zendesk WFM web app, hover over the reports folder (
) in the navigation bar, then select Reports.
Understanding system report templates
System report templates include the Agent activity, Agent attendance, and Time-off reports.
- The Agent activity report provides a historical view of each agent’s activities and an overview of agents’ adherence percentage, productivity points, and paid and unpaid time.
- The Agent attendance report allows you to view historical agent attendance.
- The Time-off report lets you view agents' approved time off requests.
You can apply filters, such as a date range, for a more granular view.
You can also search for a specific agent and then click their name to view their activity, attendance, or time off for each day in the selected date range.
System report templates can be exported. See Scheduling report exports to learn more.
Creating a custom report from a system report template
System report templates can't be edited, and all information is grouped by agent, followed by the day. However, you can copy the system templates and use them to create custom reports.
To create a custom report from a system report template
- Access the Reports page.
- Hover over the system report you want to copy, then click the options menu (
).
- Click Duplicate template.
The report is copied and appears in the Custom reports templates folder.
- Edit the copied report as needed, then click Save (see Editing a custom report template).