About WFM custom report templates

In Zendesk Workforce Management (WFM), you can create custom reports to gain insight into a variety of metrics, such as your workforce performance over a selected period of time. You can group data in multiple ways and apply specific filters for a more granular view from the Reports page.


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Verified AI summary ◀▼
Create custom WFM report templates to analyze workforce metrics over time. Customize data grouping and filtering for detailed insights. Save templates for reuse with different parameters. Edit templates to adjust settings like name or timezone. Export reports as CSV files for further analysis. Use these tools to tailor reports to your needs and enhance your understanding of workforce performance.


In Zendesk Workforce Management (WFM), you can create custom reports to gain insight into a
variety of metrics, such as your workforce performance over a selected period of time. You can
group data in multiple ways and apply specific filters 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 contains the following topics:

Understanding data aggregation in custom
reports
Accessing the Reports page
Creating a custom report
template
Duplicating custom report
templates
Editing a custom report template
Exporting a report

Related articles:

About WFM system report templates
Custom WFM report metrics



Understanding data aggregation in custom reports

On the WFM reporting page, data is grouped differently depending on the time period you
select. Here’s how it works:


1 day or less: Data is displayed in 15 or 30-minute intervals.

Up to 7 days: Data is grouped by hour or day.

Up to 31 days: Data is shown by day or week.

Up to 13 weeks: Data is grouped by week, month, or quarter.

Up to 58 weeks (about 13 months): Data is shown by month or quarter.

These rules ensure the data remains easy to read and understand, regardless of the time
period.
You can select up to three different grouping attributes from the following options:

Activity type
Agent name
Custom field
Location
Organization
Team
Ticket group
Ticket ID
Ticket status
Ticket via type
Time breakdown

When using the Organization attribute as a grouping criterion, you may notice two
additional “N/A” folders appearing in the reporting layout:

The first “N/A” folder aggregates tickets that have no associated
organization. This is typically observed in ticket-related metrics.
The second “N/A” folder relates to agent activity that is not associated with
any ticket (and therefore has no organization). This can be identified by metrics related
to general tasks, unified agents statuses, and untracked time.




Accessing the Reports page

To access the Reports page

In Workforce management, click
Reports in the navigation bar, then select Reports.




Creating a custom report template

To create a custom report template

In Workforce management, click
Reports in the navigation bar, then select Reports.
Click the plus icon ( ) to create a template.
Enter a Title.
The timezone defaults to your account's timezone. Click the menu if you want to select a
different timezone.
Click the arrow to expand the Metrics section, then select one or more
metrics.
Click the arrow to expand the Attributes section, then choose how to Group
the data.

Click the arrow to expand the Filters section, then select the report filters.
Filters allow you to specify which data you want to analyze in the report.

When you're done setting up your report, click Save.
Select the time period for the report. After selecting a time period, the data is
presented in the Reports page.




Duplicating custom report templates

Duplication is useful when you want to reuse most of the configurations of a template
already set and only need to change filtering criteria or make some adjustments to the
attributes or grouping.
To duplicate a custom report template

In Workforce management, click
Reports in the navigation bar, then select Reports.
Hover over the template you want to reuse and click the options menu icon ( ) next to it.



You can also create custom reports by copying system report templates.
See Creating a custom report from a system report
template.



Editing a custom report template

To edit a report template

In Workforce management, click
Reports in the navigation bar, then select Reports.
Select a template you want to edit and then click the Edit icon ( ). When editing a template, you can select and
modify different templates without needing to click the Edit icon again.

From the edit view, you can update a report's name, timezone, or parameters, or delete the report template.
Click Save.




Exporting a report

You can export a maximum of 406 days or 58 weeks in one export. Agent activity–related
metrics, both on the Reports and Agent Activity pages, show accurate information only from
the date the Reports feature was activated in your Zendesk account onward. The more
metrics, attributes, or filters added in the reports, the longer it takes to generate.
You can also generate a partial export for each grouping level in the report by hovering
over the grouping name and clicking the action menu next to the name. The Export CSV option
appears. This exports the selected grouping section only.
To export a report

In Workforce management, click
Reports in the navigation bar, then select Reports.
Select the Report template you want to export.
Select the Time period for which you want to export the report data.
Click Export CSV. A message appears confirming that the report is being
generated and a link to download the report will be sent to your email. The report
is exported in hh:mm:ss format, but you can use the following formula to convert it to seconds: =VALUE([CELL#]*24*3600)