About WFM custom report templates

<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<p id="docs-ai-summary-content">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.</p>
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<div class="body">
<p class="p">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.</p>
<p class="p">When you create custom report templates, they're saved and can be reused for different time
periods or parameters.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_phx_z5r_3fc">
<li class="li"><a class="xref" href="#topic_tmj_khs_3fc">Understanding data aggregation in custom
reports</a></li>
<li class="li"><a class="xref" href="#topic_kcp_yv1_cbc">Accessing the Reports page</a></li>
<li class="li"><a class="xref" href="#topic_tq4_kvr_3fc">Creating a custom report
template</a></li>
<li class="li"><a class="xref" href="#topic_vyn_yvr_3fc">Duplicating custom report
templates</a></li>
<li class="li"><a class="xref" href="#topic_tlt_pw1_cbc">Editing a custom report template</a></li>
<li class="li"><a class="xref" href="#topic_mjm_nwr_3fc">Exporting a report</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_qhx_z5r_3fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363334810" target="_blank">About WFM system report templates</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818" target="_blank">Custom WFM report metrics</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tmj_khs_3fc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding data aggregation in custom reports</h2>
<div class="body">
<p class="p">On the WFM reporting page, data is grouped differently depending on the time period you
select. Here’s how it works:</p>
<ul class="ul" id="topic_tmj_khs_3fc__ul_wfl_mjs_3fc">
<li class="li">
<strong class="ph b">1 day or less:</strong> Data is displayed in 15 or 30-minute intervals.</li>
<li class="li">
<strong class="ph b">Up to 7 days:</strong> Data is grouped by hour or day.</li>
<li class="li">
<strong class="ph b">Up to 31 days:</strong> Data is shown by day or week.</li>
<li class="li">
<strong class="ph b">Up to 13 weeks:</strong> Data is grouped by week, month, or quarter.</li>
<li class="li">
<strong class="ph b">Up to 58 weeks (about 13 months):</strong> Data is shown by month or quarter.</li>
</ul>
<p class="p">These rules ensure the data remains easy to read and understand, regardless of the time
period.</p>
<p class="p">You can select up to three different grouping attributes from the following options:</p>
<ul class="ul" id="topic_tmj_khs_3fc__ul_b1g_bbk_hhc">
<li class="li">Activity type</li>
<li class="li">Agent name</li>
<li class="li">Custom field</li>
<li class="li">Location</li>
<li class="li">Organization</li>
<li class="li">Team</li>
<li class="li">Ticket group</li>
<li class="li">Ticket ID</li>
<li class="li">Ticket status</li>
<li class="li">Ticket via type</li>
<li class="li">Time breakdown</li>
</ul>
<p class="p" dir="ltr">When using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">Organization</a> attribute as a grouping criterion, you may notice two
additional “N/A” folders appearing in the reporting layout:</p>
<ol class="ol" id="topic_tmj_khs_3fc__ol_d4q_51k_hhc">
<li class="li" dir="ltr">The first “N/A” folder aggregates tickets that have no associated
organization. This is typically observed in ticket-related metrics.</li>
<li class="li" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank">general tasks</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agents statuses</a>, and <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>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kcp_yv1_cbc">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the Reports page</h2>
<div class="body">
<p class="p"><strong class="ph b">To access the Reports page</strong></p>
<ul class="ul" id="topic_kcp_yv1_cbc__ul_l1x_dvr_3fc">
<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 <img class="image" id="topic_kcp_yv1_cbc__d8e45" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_reports_folder_icon.png" width="16">
<strong class="ph b">Reports</strong> in the navigation bar, then select <strong class="ph b">Reports</strong>.</span></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tq4_kvr_3fc">
<h2 class="title topictitle2" id="ariaid-title4">Creating a custom report template</h2>
<div class="body">
<p class="p"><strong class="ph b">To create a custom report template</strong></p>
<ol class="ol" id="topic_tq4_kvr_3fc__ol_ahr_lvr_3fc">
<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 <img class="image" id="topic_tq4_kvr_3fc__d8e45" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_reports_folder_icon.png" width="16">
<strong class="ph b">Reports</strong> in the navigation bar, then select <strong class="ph b">Reports</strong>.</span></li>
<li class="li">Click the plus icon (<img class="image" id="topic_tq4_kvr_3fc__image_y1b_mns_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_plus_icon.png" width="14">) to create a template.</li>
<li class="li">Enter a <strong class="ph b">Title</strong>.</li>
<li class="li">The timezone defaults to your account's timezone. Click the menu if you want to select a
different timezone.</li>
<li class="li">Click the arrow to expand the <strong class="ph b">Metrics</strong> section, then select one or more
metrics.</li>
<li class="li">Click the arrow to expand the <strong class="ph b">Attributes</strong> section, then choose how to <strong class="ph b">Group</strong>
the data. <p class="p"><img class="image" id="topic_tq4_kvr_3fc__image_pst_fxs_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_customreports_create_dimensions.png" width="400"></p>
</li>
<li class="li">Click the arrow to expand the <strong class="ph b">Filters</strong> section, then select the report filters.
<p class="p">Filters allow you to specify which data you want to analyze in the report. </p>
</li>
<li class="li">When you're done setting up your report, click <strong class="ph b">Save</strong>.</li>
<li class="li">Select the time period for the report. After selecting a time period, the data is
presented in the Reports page.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vyn_yvr_3fc">
<h2 class="title topictitle2" id="ariaid-title5">Duplicating custom report templates</h2>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To duplicate a custom report template</strong></p>
<ol class="ol" id="topic_vyn_yvr_3fc__ol_n14_fvm_3hc">
<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 <img class="image" id="topic_vyn_yvr_3fc__d8e45" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_reports_folder_icon.png" width="16">
<strong class="ph b">Reports</strong> in the navigation bar, then select <strong class="ph b">Reports</strong>.</span></li>
<li class="li">Hover over the template you want to reuse and click the options menu icon (<img class="image" id="topic_vyn_yvr_3fc__image_axb_nvm_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_options_vertical.png" width="10">) next to it. <p class="p"><img class="image" id="topic_vyn_yvr_3fc__image_bkx_rvm_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_duplicate_template.png" width="400"></p>
</li>
</ol>
<div class="note attention">
<span class="attentiontitle"></span> You can also create custom reports by copying system report templates.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363334810#topic_rxy_bjr_tzb" target="_blank">Creating a custom report from a system report
template</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_tlt_pw1_cbc">
<h2 class="title topictitle2" id="ariaid-title6">Editing a custom report template</h2>
<div class="body">
<p class="p"><strong class="ph b">To edit a report template</strong></p>
<ol class="ol" id="topic_tlt_pw1_cbc__ol_x44_2wr_3fc">
<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 <img class="image" id="topic_tlt_pw1_cbc__d8e45" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_reports_folder_icon.png" width="16">
<strong class="ph b">Reports</strong> in the navigation bar, then select <strong class="ph b">Reports</strong>.</span></li>
<li class="li">Select a template you want to edit and then click the <strong class="ph b">Edit</strong> icon (<img class="image" id="topic_tlt_pw1_cbc__image_rzh_xct_nfc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_edit_pencil_icon.png" width="24">).<p class="p">When editing a template, you can select and
modify different templates without needing to click the Edit icon again.</p>
</li>
<li class="li">From the edit view, you can update a report's name, timezone, or parameters, or delete the report template.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_mjm_nwr_3fc">
<h2 class="title topictitle2" id="ariaid-title7">Exporting a report</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">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. </p>
<p class="p"><strong class="ph b">To export a report</strong></p>
<ol class="ol" id="topic_mjm_nwr_3fc__ol_srt_4wr_3fc">
<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 <img class="image" id="topic_mjm_nwr_3fc__d8e45" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_reports_folder_icon.png" width="16">
<strong class="ph b">Reports</strong> in the navigation bar, then select <strong class="ph b">Reports</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Report template</strong> you want to export.</li>
<li class="li"> Select the <strong class="ph b">Time period</strong> for which you want to export the report data.</li>
<li class="li">Click <strong class="ph b">Export CSV</strong>.<p class="p">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: <code class="ph codeph">=VALUE([CELL#]*24*3600)</code></p>
</li>
</ol>
</div>
</div>
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