Zendesk WFM report and dashboard metrics overview

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can monitor agent performance, attendance, and time-off using pre-defined and custom Workforce Management reports. These reports track metrics like attendance duration, occupancy, points assigned, handle time, adherence, and time off occurrences. Historical data reflects settings at the time of recording, preserving accuracy even if configurations change. Filters and grouping options help analyze workforce activity and productivity over selected periods.</p>
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<p class="p" dir="ltr">Managers can monitor agent performance, attendance, and time-off requests using
pre-defined Zendesk Workforce management (WFM) <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363334810" target="_blank">system report templates</a>. Use the historical information in these
reports to identify patterns and gain insights into agent activity and attendance. </p>
<p class="p" dir="ltr">You can track and report even without a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstream</a> set up. Reporting
lets you filter data by ticket tags, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">Zendesk default groups</a>,
agents, and more.</p>
<p class="p" dir="ltr">You can also create <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698" target="_blank">custom report templates</a> 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. </p>
<p class="p" dir="ltr">When you create custom report templates, they're saved and can be reused for
different time periods or parameters. </p>
<p class="p" dir="ltr">Historical reporting uses an "as-was" model. Reports are calculated based on the
configuration that’s active when the data occurs. Later changes to workstreams, teams,
assignments, and other settings don’t rewrite past data. For example, if Workstream A
includes tickets for Group A until last week and is then updated to include tickets from
Groups A and B, reports for Workstream A before that change include only Group A
tickets. The new definition applies only to data after the change. The same is true for
all WFM settings, including agent team assignments.</p>
<p class="p" dir="ltr">If a user is removed from WFM, historical reporting still displays their data.
This preserves the accuracy of higher-level metrics and prevents unexplained extra hours
or points from appearing in reports.</p>
<p class="p" dir="ltr">This article lists all metrics available for your WFM reports, including both <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538" target="_blank">system</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818" target="_blank">custom report metrics</a>.</p>
<p class="p" dir="ltr">Additionally, it includes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_ryz_st4_s1c" target="_blank">dashboard metrics tracked directly by Zendesk
WFM</a>, rather than those derived from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839218842#topic_hr1_tfk_jkb" target="_blank">Zendesk Explore datasets</a>.</p>
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<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Note:</strong> Pre-ticket messaging interactions aren't tracked by
WFM. Metrics compile only after ticket creation. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829019162" target="_blank">Routing messaging tickets and
notifying agents</a>. This means live chat and messaging
interactions also don't count as public comments in WFM. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149177242" target="_blank">Metrics and attributes for
live chat</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Metrics and attributes for
Zendesk messaging</a> to learn about those metrics and
attributes.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_wtf_tn4_52c">
<li class="li"><a class="xref" href="#topic_ixh_xlt_rjc">List of WFM agent attendance
report metrics</a></li>
<li class="li"><a class="xref" href="#topic_slg_vlt_rjc">List of WFM point
metrics</a></li>
<li class="li"><a class="xref" href="#topic_m13_tlt_rjc">List of WFM rate and time
metrics</a></li>
<li class="li"><a class="xref" href="#topic_hbr_nlt_rjc">List of WFM time off report
metrics</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ixh_xlt_rjc">
<h2 class="title topictitle2" id="ariaid-title2">List of WFM agent attendance report metrics</h2>
<div class="body">
<ul class="ul" id="topic_ixh_xlt_rjc__ul_rxb_ylt_rjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__attendance_duration" target="_blank">Attendance (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__attendance_rate" target="_blank">Attendance (rate)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__late_duration" target="_blank">Late (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__late_occurences" target="_blank">Late (occurrences)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__left_early_duration" target="_blank">Left early (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__left_early_occurrences" target="_blank">Left early (occurrences)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__left_early_occurrences" target="_blank">Occupancy rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__occupancy_rate_ocr" target="_blank">Occupancy rate (with unified agent status
synchronization)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__overtime_duration" target="_blank">Overtime (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__overtime_occurrences" target="_blank">Overtime (occurrences)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__scheduled_time" target="_blank">Scheduled time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__total_time" target="_blank">Total time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__unpaid_general_task_duration" target="_blank">Unpaid general task or status
(duration)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_slg_vlt_rjc">
<h2 class="title topictitle2" id="ariaid-title3">List of WFM point metrics</h2>
<div class="body">
<ul class="ul" id="topic_slg_vlt_rjc__ul_eqr_wlt_rjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__assigned_points" target="_blank">Assigned
points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__attended_points" target="_blank">Attended
points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__escalated_points" target="_blank">Escalated
points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c__handled_point" target="_blank">Handled points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c__private_comment" target="_blank">Private comments</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c__public_comments" target="_blank">Public comments</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__reopened_point" target="_blank">Reopened
points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__solved_points" target="_blank">Solved
points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c__bounced_points" target="_blank">Ticket bounce points</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_m13_tlt_rjc">
<h2 class="title topictitle2" id="ariaid-title4">List of WFM rate and time metrics</h2>
<div class="body">
<ul class="ul" id="topic_m13_tlt_rjc__ul_elw_5lt_rjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__adherence_rate" target="_blank">Adherence
rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__assigned_points" target="_blank">Assigned
points</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__a_h_t" target="_blank">Average handle time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_ryz_st4_s1c__FRT" target="_blank">Median first response time (FRT)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__f_r_t" target="_blank">First response time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__f_r_t_after_assignment" target="_blank">First response time after
assignment</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_ryz_st4_s1c__first_assigned_time" target="_blank">First assigned time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__in_adherence_time" target="_blank">In adherence time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__tickets_touched" target="_blank">Number of tickets touched</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__unique_tiquets_with_time_spent" target="_blank">Number of unique tickets with time
spent</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__out_of_adherence" target="_blank">Out of adherence time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__paid_time" target="_blank">Paid time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_dqz_cht_fkc__paid_general_task" target="_blank">Paid general task or
status time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__productive_general_task_time" target="_blank">Productive general task or status
time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__productive_time" target="_blank">Productive time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__resolution_rate" target="_blank">Resolution rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__solved_points_per_hour" target="_blank">Solved points per paid hour</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__solved_points_per_productive_hour" target="_blank">Solved points per productive hour</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__bounce_rate" target="_blank">Ticket bounce rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_ryz_st4_s1c__Ticket_reopen_rate" target="_blank">Ticket reopen rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__solved_rate" target="_blank">Ticket solved rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__ticket_time" target="_blank">Ticket time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM#topic_ocb_3n4_52c__total_time" target="_blank">Total
time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__unproductive_time" target="_blank">Unproductive time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__unproductive_general_task_time" target="_blank">Unproductive general task or status
time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_ocb_3n4_52c__unpaid_general_task_duration" target="_blank">Unpaid general task
or status time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">Untracked time</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__utilization" target="_blank">Utilization rate</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__utilization_ocr" target="_blank">Utilization (with unified agent status
synchronization)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hbr_nlt_rjc">
<h2 class="title topictitle2" id="ariaid-title5">List of WFM time off report metrics</h2>
<div class="body">
<ul class="ul" id="topic_hbr_nlt_rjc__ul_izl_plt_rjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__approved_duration" target="_blank">Approved (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__approved_occurrences" target="_blank">Approved (occurrences)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__billable_hours" target="_blank">Billable hours</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__planned_duration" target="_blank">Planned time off (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__planned_occurrences" target="_blank">Planned time off (occurrences)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__unplanned_duration" target="_blank">Unplanned time off (duration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538#topic_xwv_3n4_52c__unplanned_occurrences" target="_blank">Unplanned time off (occurrences)</a></li>
</ul>
</div>
</div>
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