Summary: ◀▼
You can monitor agent performance, attendance, and time-off using pre-defined and custom Workforce Management reports. These reports track metrics like attendance duration, occupancy, points assigned, handle time, adherence, and time off occurrences. Historical data reflects settings at the time of recording, preserving accuracy even if configurations change. Filters and grouping options help analyze workforce activity and productivity over selected periods.
Managers can monitor agent performance, attendance, and time-off requests using pre-defined Zendesk Workforce management (WFM) system report templates. Use the historical information in these reports to identify patterns and gain insights into agent activity and attendance.
You can track and report even without a workstream set up. Reporting lets you filter data by ticket tags, groups, agents, and more.
You can also create custom report templates to analyze various metrics, such as your workforce performance over a selected period of time. Data can be grouped in multiple ways, and specific filters can be applied 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.
Historical reporting uses an "as-was" model. Reports are calculated based on the configuration that’s active when the data occurs. Later changes to workstreams, teams, assignments, and other settings don’t rewrite past data. For example, if Workstream A includes tickets for Group A until last week and is then updated to include tickets from Groups A and B, reports for Workstream A before that change include only Group A tickets. The new definition applies only to data after the change. The same is true for all WFM settings, including agent team assignments.
If a user is removed from WFM, historical reporting still displays their data. This preserves the accuracy of higher-level metrics and prevents unexplained extra hours or points from appearing in reports.
This article lists all metrics available for your WFM reports, including both system and custom report metrics.
Additionally, it includes dashboard metrics tracked directly by Zendesk WFM, rather than those derived from Zendesk Explore datasets.
Agent Attendance report metrics
- Attendance (duration)
- Attendance (rate)
- Late (duration)
- Late (occurrences)
- Left early (duration)
- Left early (occurrences)
- Occupancy rate
- Occupancy rate (with unified agent status synchronization)
- Overtime (duration)
- Overtime (occurrences)
- Scheduled time
- Total time
- Unpaid general task or status (duration)
Point Metrics
- Assigned points
- Attended points
- Escalated points
- Handled points
- Private comments
- Public comments
- Reopened points
- Solved points
- Ticket bounce points
Rate and Time Metrics
- Adherence rate
- Assigned points
- Average handle time
- Average first solved time
- Average complete resolution time
- Escalation time
- Median first response time (FRT)
- First response time
- First response time after assignment
- First assigned time
- In adherence time
- Number of tickets touched
- Number of unique tickets with time spent
- Out of adherence time
- Paid time
- Paid general task or status time
- Productive general task or status time
- Productive time
- Resolution rate
- Solved points per paid hour
- Solved points per productive hour
- Ticket bounce rate
- Ticket reopen rate
- Tickets received
- Ticket solved rate
- Ticket time
- Total time
- Unproductive time
- Unproductive general task or status time
- Unpaid general task or status time
- Untracked time
- Utilization rate
- Utilization (with unified agent status synchronization)
Time off report metrics