Zendesk WFM metrics overview

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

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 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.

This article lists all metrics available for your WFM reports, including both system and custom report metrics.

Agent Attendance report metrics

• Attendance (duration)
• Attendance (rate)
• Late (duration)
• Late (occurrences)
• Left early (duration)
• Left early (occurrences)
• Occupancy rate
• Occupancy rate (OCR)
• Overtime (duration)
• Overtime (occurrences)
• Scheduled time
• Total time
• Unpaid general task (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
• Average handle time
• First response time
• First response time after assignment
• In adherence time
• Number of tickets touched
• Number of unique tickets with time spent
• Occupancy rate
• Occupancy rate (OCR)
• Out of adherence time
• Paid time
• Paid general task time
• Productive general task time
• Productive time
• Resolution rate
• Solved points per paid hour
• Solved points per productive hour
• Ticket bounce rate
• Ticket solved rate
• Ticket time
• Total time
• Unproductive time
• Unproductive general task time
• Unpaid general task time
• Untracked time
• Utilization rate
• Utilization (OCR)

Time off report metrics

• Approved (duration)
• Approved (occurrences)
• Planned time off (duration)
• Planned time off (occurrences)
• Unplanned time off (duration)
• Unplanned time off (occurrences)