WFM system report metrics

This article lists the metrics available for the system report templates in Zendesk Workforce management (WFM).


What's my plan?







Add-on

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







Summary: ◀▼
You can track key workforce management metrics like agent attendance, lateness, early departures, occupancy rates, overtime, and scheduled versus actual work time. Time off metrics include approved, planned, and unplanned durations and occurrences, plus billable hours lost. These metrics help you monitor agent productivity, adherence to schedules, and manage time off effectively for better team performance and resource planning.




This article lists the metrics available for the system report templates in Zendesk Workforce
management (WFM).
This article contains the following topics:
Agent attendance report
metrics
Time off report metrics


Related articles


About system WFM report templates
Zendesk WFM report and dashboard metrics overview




Agent attendance report metrics

The Agent attendance report metrics include:
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)












Metric
Description
Formula




Attendance (duration)
Number of hours agents worked during their scheduled timeframes, regardless
of adherence to their allocated schedules, within the requested timeframe.
N/A


Attendance (rate)
Measure of the hours an agent is scheduled to work against the hours they
actually worked within the requested timeframe and date range.
Number of hours the agent is working / Number of hours the agent was
scheduled to work


Late (duration)
Total time elapsed between the shift start and when the agent logged in,
within the selected date range.
Sum of time of clock in time after schedule start time


Late (occurrences)
Count of occurrences when an agent logged in after their scheduled shift
start time. This may happen multiple times in a single day.
Count clock in time after schedule start time


Left early (duration)
Total time elapsed between when the agent logged off and the scheduled end
time of their shift for occurrences identified within the selected date
range.
Sum of time of clock out before schedule end time


Left early (occurrences)
Count of occurrences when an agent logged off before their scheduled shift
end time. This may happen multiple times in a single day.
Count of instances where the clock-out time is before the scheduled end
time


Occupancy rate
Occupancy rate indicates the proportion of an agent's paid time spent on
support-related activities versus non-support activities. This calculation
follows COPC (Customer Operations Performance Center) standards for contact
center workforce management. The industry benchmark for occupancy is
75-85%.

High occupancy (>85%) may indicate that agents are constantly busy with
little idle time, which could lead to burnout.
Low occupancy (<70%) may indicate that agents have significant idle time
between customer interactions.



(Ticket time + Productive general task time) /
(Ticket time + Productive general task time + Untracked time + Unproductive general
task time)
If you use activity type as an attribute to group
your report, the total of the grouping level above is used as the denominator in
the calculation of occupancy.



Occupancy rate (with unified agent status synchronization)

Occupancy rate helps you to understand how much of an agent's time is
spent on support-related activities versus non-support activities within their
paid time.


Note: This calculation applies only to customers with unified agent status
synchronization.

This calculation follows COPC (Customer Operations Performance Center)
standards for contact center workforce management. The formula measures
productive time as a percentage of paid logged time ("Login Live"). The industry
benchmark for occupancy is 75-85%.


Ticket time + Productive status time) / (Ticket time
+ Idle time - Unpaid status time)
Only the productive portion is used in the Occupancy numerator; all idle time
is used in the denominator.
If you use activity type as an attribute to group
your report, the total of the grouping level above is used as the denominator in
the calculation of occupancy.



Overtime (duration)
Total recorded time outside of the scheduled hours for occurrences identified
within the selected date range.
Sum of time of clock-outs that occur outside of scheduled
hours


Overtime (occurrences)
Count of occurrences where time is recorded outside of scheduled hours. An
agent can have multiple shifts in a day, so this may happen more than
once.
Count of clock-outs outside of scheduled hours


Scheduled time
Total amount of time the agent was scheduled to work within the requested
timeframe. Schedules have to be published to be counted.
N/A


Total time
Total amount of time the agent was logged in within the time frame requested.
Includes time in all activities, general tasks, and untracked time.
N/A


Unpaid general task or status
(duration)
Sum time an agent tracked in a general task or unified agent status where the option to
log as paid time is turned off under Occupancy settings.
N/A








Time off report metrics

The Time off report metrics include:
Approved
(duration)
Approved
(occurrences)
Billable
hours
Planned time
off(duration)
Planned time off
(occurrences)
Unplanned time off
(duration)
Unplanned time off
(occurrences)












Metric
Description
Formula




Approved (duration)
Sum of time of approved, planned, and unplanned time off
(occurrences).
N/A


Approved (occurrences)
Count of occurrences, of approved planned, and unplanned occurrences.
N/A


Billable hours
Net number of paid hours lost as a result of time off requests.
Billable hours = Total time off duration – Duration of unpaid
activities (within the same scheduled window)


Planned time off (duration)
This comes from the time off request reason, specifically, the planned
type.
Sum of time of planned occurrences for the requested time frame


Planned time off (occurrences)
This comes from the time off request reason, specifically, the planned
type.
Count of planned occurrences for the requested time frame


Unplanned time off (duration)
This comes from the time off request reason, specifically, the unplanned
type.
Sum of time of unplanned occurrences for the requested time frame


Unplanned time off (occurrences)
This comes from the time off request reason, specifically, the unplanned
type.
Count of unplanned occurrences for the requested time frame







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