Zendesk WFM report and dashboard metrics overview

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.


What's my plan?







Add-on

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







Summary: ◀▼
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.




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 track and report even without a workstream set up. Reporting lets you filter data by ticket
tags, groups, agents, and more.
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.
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.
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.
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.


Note: Pre-ticket messaging interactions aren't tracked by
WFM. Metrics compile only after ticket creation. See Routing messaging tickets and
notifying agents. This means live chat and messaging
interactions also don't count as public comments in WFM. See Metrics and attributes for
live chat and Metrics and attributes for
Zendesk messaging to learn about those metrics and
attributes.

This article contains the following topics:
List of WFM agent attendance
report metrics
List of WFM point
metrics
List of WFM rate and time
metrics
List of WFM time off report
metrics




List of WFM agent attendance report metrics


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)




List of WFM point metrics


Assigned points
Attended points
Escalated points
Handled points
Private comments
Public comments
Reopened points
Solved points
Ticket bounce points




List of WFM 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
Out of adherence time
Paid time
Paid general task or status time
Productive general task or status
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 or status
time
Unpaid general task or status
time
Untracked time
Utilization rate
Utilization (with unified agent status
synchronization)




List of WFM time off report metrics


Approved (duration)
Approved (occurrences)
Billable hours
Planned time off (duration)
Planned time off (occurrences)
Unplanned time off (duration)
Unplanned time off (occurrences)



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