About the Agent attendance page

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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">The Agent attendance page helps you track and analyze agent attendance metrics, such as logged time, breaks, and time off. You can filter attendance data by criteria like location and team, and export it to a CSV file for further analysis. This feature aids in understanding agent performance and identifying patterns, supporting better workforce management decisions.</p>
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<p class="p">The Agent attendance page in Zendesk Workforce management (WFM) allows you to easily view who
is currently working, their logged time, who may have started late, who is absent, and
more.</p>
<p class="p" dir="ltr">Managers can analyze detailed attendance metrics, such as time logged, unpaid
breaks, and time off. They can also view exact clock in and clock out times for each agent's
shift, understand how agents allocate their time across shifts, and identify patterns over
time, such as frequent late logins or unplanned time off. These insights can support better
decision-making in workforce management.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_uxr_5x3_wbc">
<li class="li"><a class="xref" href="#topic_pvz_qpj_wbc">Accessing the Agent attendance
page</a></li>
<li class="li"><a class="xref" href="#topic_otg_2vj_wbc">Understanding agent attendance</a></li>
<li class="li"><a class="xref" href="#topic_iwl_wrj_wbc">Filtering agent attendance</a></li>
<li class="li"><a class="xref" href="#topic_bww_3zk_tfc">Exporting agent attendance
indicators</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pvz_qpj_wbc">
<h2 class="title topictitle2" id="ariaid-title2"><strong class="ph b">Accessing the Agent attendance page</strong></h2>
<div class="body">
<p class="p">You must be a WFM admin or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">manager with permission</a> to view the Agent attendance page in
WFM.</p>
<p class="p"><strong class="ph b">To access the Agent attendance page</strong></p>
<ul class="ul" id="topic_pvz_qpj_wbc__ul_c1r_jxk_tfc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click the agent folder (<img class="image" id="topic_pvz_qpj_wbc__d8e100" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Agent
attendance</strong>.</span>
<p class="p"><img class="image img-screenshot" id="topic_pvz_qpj_wbc__image_jrh_sr1_vcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_attendance_2shifts.png" width="800"></p>
<div class="p">From this
page, you can do the following:<ul class="ul" id="topic_pvz_qpj_wbc__ul_b35_4zk_tfc">
<li class="li"><a class="xref" href="#topic_otg_2vj_wbc">View agent attendance
information</a></li>
<li class="li"><a class="xref" href="#topic_iwl_wrj_wbc">Filter the information on the
page</a></li>
<li class="li"><a class="xref" href="#topic_bww_3zk_tfc">Export agent attendance information
to a CSV file</a></li>
</ul>
</div>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_otg_2vj_wbc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding agent attendance</h2>
<div class="body">
<p class="p">The Agent attendance page helps you understand agent performance. Click an agent’s row for
a more granular view. </p>
<p class="p">As a manager, you can see agents' attendance for your selected day in your local time zone.
However, if you're viewing data for an agent in a different time zone, times may appear as
if they're from the previous day. It's recommended that you adjust your time zone settings
to match the agent you are viewing. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314319258" target="_blank">Using the WFM time zone switcher</a>.</p>
<p class="p">The Agent attendance page consists of the following fields:</p>
<ul class="ul" id="topic_otg_2vj_wbc__ul_x4k_fvj_wbc">
<li class="li">
<strong class="ph b">Scheduled</strong>:The agent's assigned shift for the selected day. <p class="p" dir="ltr">If an
agent displays an expandable list, this indicates that they have two shifts on the same
day. Each line displays the indicators for that shift.</p>
</li>
<li class="li">
<strong class="ph b">Time Scheduled</strong>: The duration of the agent's scheduled workday.</li>
<li class="li">
<strong class="ph b">Logged</strong>: Time intervals when the agent was logged in, tracked through clock-in and
clock-out events. <div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> Data in the user interface refreshes every five minutes.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Time Logged</strong>: The total duration the agent was logged in up to the latest data
refresh.</li>
<li class="li">
<strong class="ph b">Unpaid Breaks</strong>: The duration of unpaid break time logged by the agent.</li>
<li class="li">
<strong class="ph b">Late</strong>: The time between the scheduled start and the actual login time.</li>
<li class="li">
<strong class="ph b">Left Early</strong>: The time the agent logged off before the scheduled end of their
shift.</li>
<li class="li">
<strong class="ph b">Overtime</strong>: On the attendance page, data is grouped by shift. If an agent is logged
in and records activities throughout the day during a one-hour window before a scheduled
shift starts and a one-hour window after a scheduled shift ends, this activity time is
counted as overtime.<div class="note attention">
<span class="attentiontitle"></span> Any activities outside the period starting one
hour before the shift and ending one hour after the shift time frame are no longer
categorized as overtime under a regular shift. Instead, these activities are categorized
as a new shift (Shift 2) and as Not scheduled.<p class="p"><img class="image" id="topic_otg_2vj_wbc__image_ep5_rhx_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_not_scheduled_shift.png" width="600"></p>
</div>
</li>
<li class="li">
<strong class="ph b">Unplanned time off</strong>: The duration of unplanned time off, shown in hours.</li>
<li class="li">
<strong class="ph b">Planned time off</strong>: The duration of planned time off, shown in hours.</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__occupancy_rate" target="_blank">Occupancy</a></strong>: Percentage of time used in
productive activities within paid time.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_iwl_wrj_wbc">
<h2 class="title topictitle2" id="ariaid-title4"><strong class="ph b">Filtering agent attendance</strong></h2>
<div class="body">
<p class="p">Filter agents' attendance based on criteria such as attendance type, location, team, and
group. You can also hide agents meeting specific conditions.</p>
<p class="p">The following filtering options are available:</p>
<p class="p"><strong class="ph b">Attendance</strong></p>
<ul class="ul" id="topic_iwl_wrj_wbc__ul_u3z_csj_wbc">
<li class="li">Clocked in</li>
<li class="li">Clocked in and not scheduled</li>
<li class="li">Late today (Agents who arrived late at any point during the day. They may currently be
working.)</li>
<li class="li">Late right now (Agents who are late and have not started their shift at the time the
report is being consulted.)</li>
<li class="li">Left early</li>
<li class="li">Overtime</li>
<li class="li">Shift started</li>
<li class="li">Time off</li>
</ul>
<p class="p"><strong class="ph b">Hide</strong></p>
<ul class="ul" id="topic_iwl_wrj_wbc__ul_qz2_hsj_wbc">
<li class="li">Hide users with no schedule</li>
<li class="li">Hide users with no activity</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bww_3zk_tfc">
<h2 class="title topictitle2" id="ariaid-title5">Exporting agent attendance indicators</h2>
<div class="body">
<p class="p" dir="ltr">You can export agents' attendance indicators to a CSV file.</p>
<p class="p" dir="ltr">The exported file reports agents' attendance indicators for a selected day, and
can help you identify patterns in agent behavior over time. </p>
<p class="p" dir="ltr">Note that the CSV export reflects the latest backend state at the time of the
export request however, the user interface refreshes every five minutes. If changes occur
within this refresh interval, such as scope adjustments or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374452250" target="_blank">updates to the allowed and blocked agent lists</a>, the list of agents
displayed on your screen may not match the export.</p>
<p class="p" dir="ltr"><strong class="ph b">To export agents' attendance indicators</strong></p>
<ol class="ol" id="topic_bww_3zk_tfc__ol_e3r_mm1_vcc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click the agent folder (<img class="image" id="topic_bww_3zk_tfc__d8e100" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Agent
attendance</strong>.</span></li>
<li class="li" dir="ltr">Click the date picker to select a specific date or date range for your CSV
export file.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The export is limited to 800 agents and 800 activities per agent. If your export
request exceeds this limit, use the filters to decrease it.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Export CSV</strong> in the top right corner of the Agent attendance page.</li>
<li class="li">Check your inbox for an email with the link to download the CSV export of your agents’
attendance activity for the selected date and metrics.<div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> The CSV file is accessible only through this secure link. The
link expires after 30 days.</div>
</div>
<p class="p" dir="ltr">The exported report includes the following:</p>
<ul class="ul" id="topic_bww_3zk_tfc__ul_g3r_mm1_vcc">
<li class="li" dir="ltr">Date</li>
<li class="li" dir="ltr">Agent name</li>
<li class="li" dir="ltr">Schedule</li>
<li class="li" dir="ltr">Time Scheduled</li>
<li class="li" dir="ltr">Logged</li>
<li class="li" dir="ltr">Time Logged</li>
<li class="li" dir="ltr">Unpaid breaks</li>
<li class="li" dir="ltr">Late</li>
<li class="li" dir="ltr">Left early</li>
<li class="li" dir="ltr">Overtime</li>
<li class="li" dir="ltr">Planned Time off</li>
<li class="li" dir="ltr">Unplanned Time off</li>
<li class="li" dir="ltr">Occupancy</li>
</ul>
</li>
</ol>
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