How do I view utilization, occupancy, ticket volume, and the number of agents logged in per hour?

Question

How can I extract an hourly report in Zendesk Workforce management (WFM)? I want to view utilization, occupancy, ticket volume, and the number of agents logged in per hour. I don't see agents logged in.

Answer

Use Agent activity in WFM to view what agents are scheduled for, what they work on, and their productivity per hour. To monitor agent activity, see Monitoring agent’s activity.

You can also export the activity timelines of agents to a CSV file. This export includes detailed entries of an agent’s day, such as workstreams, general tasks, and untracked time. It provides a structured view of time allocation for analysis outside the WFM interface. For more context, see Exporting agent activity.

To get the ticket volume, create a report in Explore using ticket metrics from the Tickets dataset.

For help creating a tickets report in Explore, see Metrics and attributes for Zendesk Support.