Zendesk WFM report and dashboard metrics overview

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Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM)

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.

You can also create custom report templates 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.

When you create custom report templates, they're saved and can be reused for different time periods or parameters.

This article lists all metrics available for your WFM reports, including both system and custom report metrics.

Additionally, it includes dashboard metrics tracked directly by Zendesk WFM, rather than those derived from Zendesk Explore datasets.

Agent Attendance report metrics

Attendance (duration)

Attendance (rate)

Late (duration)

Late (occurrences)

Left early (duration)

Left early (occurrences)

Occupancy rate

Occupancy rate (OCR)

Overtime (duration)

Overtime (occurrences)

Scheduled time

Total time

Unpaid general task (duration)

Point Metrics

Assigned points

Attended points

Escalated points

Handled points

Private comments

Public comments

Reopened points

Solved points

Ticket bounce points

Rate and Time Metrics

Adherence rate

Assigned points

Average handle time

Average first solved time

Average complete resolution time

Escalation time

Median first response time (FRT)

First response time

First response time after assignment

First assigned time

In adherence time

Number of tickets touched

Number of unique tickets with time spent

Occupancy rate

Occupancy rate (OCR)

Out of adherence time

Paid time

Paid general task time

Productive general task time

Productive time

Resolution rate

Solved points per paid hour

Solved points per productive hour

Ticket bounce rate

Ticket reopen rate

Tickets received

Ticket solved rate

Ticket time

Total time

Unproductive time

Unproductive general task time

Unpaid general task time

Untracked time

Utilization rate

Utilization (OCR)

Time off report metrics

Approved (duration)

Approved (occurrences)

Planned time off (duration)

Planned time off (occurrences)

Unplanned time off (duration)

Unplanned time off (occurrences)