WFM system report metrics

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<p id="docs-hc-snippet" style="display: none;">This article lists the metrics available for the system report templates in Zendesk Workforce management (WFM).</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 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.</p>
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<p class="p">This article lists the metrics available for the system report templates in Zendesk Workforce
management (WFM).</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_yzk_zm4_52c__ul_wtf_tn4_52c">
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c">Agent attendance report
metrics</a></li>
<li class="li"><a class="xref" href="#topic_dqz_cht_fkc">Agent activity report metrics</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c">Time off report metrics</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<div class="p">
<ul class="ul" id="topic_yzk_zm4_52c__ul_pr3_n4y_w2c">
<li class="li" dir="ltr"><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/8920679615258" target="_blank">Zendesk WFM report and dashboard metrics overview</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ocb_3n4_52c">
<h2 class="title topictitle2" id="ariaid-title2">Agent attendance report metrics</h2>
<div class="body">
<div class="p">The Agent attendance report metrics include:<ul class="ul" id="topic_ocb_3n4_52c__ul_q2g_yn4_52c">
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__attendance_duration">Attendance
(duration)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__attendance_rate">Attendance
(rate)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__late_duration">Late
(duration)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__late_occurences">Late
(occurrences)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__left_early_duration">Left early
(duration)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__left_early_occurrences">Left early
(occurrences)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__occupancy_rate">Occupancy
rate</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__occupancy_rate_ocr">Occupancy rate (with
unified agent status synchronization)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__overtime_duration">Overtime
(duration)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__overtime_occurrences">Overtime
(occurrences)</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__scheduled_time">Scheduled
time</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__total_time">Total time</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__unpaid_general_task_duration">Unpaid
general task or status (duration)</a></li>
</ul>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ocb_3n4_52c__table_d1y_zn4_52c" rules="all" summary="">
<colgroup>
<col style="width:33.222591362126245%">
<col style="width:33.55481727574751%">
<col style="width:33.222591362126245%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e160" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e163" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e166" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__attendance_duration" style="vertical-align:top;">Attendance (duration)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Number of hours agents worked during their scheduled timeframes, regardless
of adherence to their allocated schedules, within the requested timeframe.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__attendance_rate" style="vertical-align:top;">Attendance (rate)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Measure of the hours an agent is scheduled to work against the hours they
actually worked within the requested timeframe and date range.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;"><code class="ph codeph">Number of hours the agent is working / Number of hours the agent was
scheduled to work</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__late_duration" style="vertical-align:top;">Late (duration)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Total time elapsed between the shift start and when the agent logged in,
within the selected date range.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">Sum of time elapsed between the scheduled start time and actual
clock-in</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__late_occurences" style="vertical-align:top;">Late (occurrences)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Count of occurrences when an agent logged in after their scheduled shift
start time. This may happen multiple times in a single day.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">Count clock in time after schedule start time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__left_early_duration" style="vertical-align:top;">Left early (duration)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">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.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">Sum of time elapsed between actual clock-out and the scheduled end
time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__left_early_occurrences" style="vertical-align:top;">Left early (occurrences)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Count of occurrences when an agent logged off before their scheduled shift
end time. This may happen multiple times in a single day.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">Count of instances where the clock-out time is before the scheduled end
time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__occupancy_rate" style="vertical-align:top;">Occupancy rate</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Occupancy rate indicates the proportion of an agent's paid time spent on
support-related activities versus non-support activities.<p class="p">This calculation
follows <a class="xref" href="https://www.copc.com" target="_blank">COPC</a> (Customer Operations Performance Center) standards for contact
center workforce management. The industry benchmark for occupancy is
75-85%.</p>
<ul class="ul" id="topic_ocb_3n4_52c__ul_tnx_zzd_rjc">
<li class="li">High occupancy (&gt;85%) may indicate that agents are constantly busy with
little idle time, which could lead to burnout.</li>
<li class="li">Low occupancy (&lt;70%) may indicate that agents have significant idle time
between customer interactions.</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">
<p class="p"><code class="ph codeph">(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__ticket_time" target="_blank">Ticket time</a> + <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 time</a>) /
(Ticket time + Productive general task time + <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">Untracked time </a>+ Unproductive general
task time)</code></p>
<p class="p">If you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698#topic_tmj_khs_3fc" target="_blank">activity type as an attribute</a> to group
your report, the total of the grouping level above is used as the denominator in
the calculation of occupancy.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__occupancy_rate_ocr" style="vertical-align:top;">Occupancy rate (with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status synchronization</a>) </td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">
<p class="p" dir="ltr">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.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This calculation applies only to customers with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status
synchronization</a>.</div>
</div>
<p class="p">This calculation follows <a class="xref" href="https://www.copc.com" target="_blank">COPC</a> (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%.</p>
</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">
<p class="p" dir="ltr"><code class="ph codeph"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__ticket_time" target="_blank">Ticket time</a> + <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__productive_general_task_time" target="_blank">Productive status time</a>) / (Ticket time
+ <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#topic_xwv_3n4_52c__idle_time" target="_blank">Idle time</a> - <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__unpaid_general_task_time" target="_blank">Unpaid status time</a>)</code></p>
<p class="p">Only the productive portion is used in the Occupancy numerator; all idle time
is used in the denominator.</p>
<p class="p">If you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698#topic_tmj_khs_3fc" target="_blank">activity type as an attribute</a> to group
your report, the total of the grouping level above is used as the denominator in
the calculation of occupancy.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__overtime_duration" style="vertical-align:top;">Overtime (duration)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Total recorded time outside of the scheduled hours for occurrences identified
within the selected date range.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;"><code class="ph codeph">Sum of time of clock-outs that occur outside of scheduled
hours</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__overtime_occurrences" style="vertical-align:top;">Overtime (occurrences)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">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.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">Count of clock-outs outside of scheduled hours</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__scheduled_time" style="vertical-align:top;">Scheduled time</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Total amount of time the agent was scheduled to work within the requested
timeframe. Schedules have to be published to be counted.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__total_time" style="vertical-align:top;">Total time</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Total amount of time the agent was logged in within the time frame requested.
Includes time in all activities, general tasks, and untracked time.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e160" id="topic_ocb_3n4_52c__unpaid_general_task_duration" style="vertical-align:top;">Unpaid general task or status
(duration)</td>
<td class="entry cellrowborder" headers="d51e163" style="vertical-align:top;">Sum time an agent tracked in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status</a> where the option to
log as paid time is turned off under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e166" style="vertical-align:top;">N/A</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dqz_cht_fkc">
<h2 class="title topictitle2" id="ariaid-title3">Agent activity report metrics</h2>
<div class="body">
<p class="p" dir="ltr">The Agent activity report metrics include:</p>
<ul class="ul" id="topic_dqz_cht_fkc__ul_cyq_2ht_fkc">
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__adherence_rate">Adherence
rate</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__assigned_points">Assigned
points</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__attended_points">Attended
points</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__escalated_points">Escalated
points</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__paid_general_task">Paid general
task or status time</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__paid_time">Paid time</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__reopened_point">Reopened
points</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ocb_3n4_52c__scheduled_time">Scheduled
time</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dqz_cht_fkc__solved_points">Solved
points</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ocb_3n4_52c__total_time">Total
time</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ocb_3n4_52c__unpaid_general_task_duration">Unpaid general task or status time</a></li>
</ul>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dqz_cht_fkc__table_ltk_ght_fkc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e522" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e525" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e528" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__adherence_rate" style="vertical-align:top;">Adherence rate</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">Percentage of time the agent activities complied with the
schedule.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;"><code class="ph codeph">(Time in adherence / Total scheduled time) x
100</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__assigned_points" style="vertical-align:top;">Assigned points</td>
<td class="entry cellrowborder" headers="d51e525" style="vertical-align:top;">Assigned points represent the total number of tickets assigned to an agent.<div class="p" dir="ltr">An agent receives an assigned point when:<ul class="ul" id="topic_dqz_cht_fkc__ul_grt_jht_fkc">
<li class="li" dir="ltr">They assign the ticket to themselves</li>
<li class="li" dir="ltr">Another user assigns the ticket to the agent</li>
<li class="li" dir="ltr">An automation assigns the ticket to the agent</li>
</ul>
</div>
<p class="p" dir="ltr">The agent can receive only one point per
ticket.</p>
</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__attended_points" style="vertical-align:top;">Attended points</td>
<td class="entry cellrowborder" headers="d51e525" style="vertical-align:top;">An agent receives an attended point for performing any of the following
actions:<ul class="ul" id="topic_dqz_cht_fkc__ul_yxl_lht_fkc">
<li class="li" dir="ltr">Changing the status of a ticket</li>
<li class="li" dir="ltr">Leaving a public comment or an internal note</li>
<li class="li" dir="ltr">Reassigning the ticket to themselves</li>
<li class="li" dir="ltr">Reassigning the ticket to another agent in the same group</li>
</ul>
<p class="p" dir="ltr">An agent does not receive multiple points for a single
audit.</p>
<p class="p" dir="ltr">For example, if they leave a comment, change the status,
add a tag, and then click submit, they only receive one attended point. However,
if they leave a comment, click submit, and then return to the ticket, change the
status, and click submit again, they receive a total of two attended
points.</p>
<p class="p" dir="ltr">Additionally, an attended point is also given to agents
who solve or escalate a ticket. They receive a solved point and an attended
point respectively.</p>
</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__escalated_points" style="vertical-align:top;">Escalated points</td>
<td class="entry cellrowborder" headers="d51e525" style="vertical-align:top;">An escalated point is attributed to an agent when:<ul class="ul" id="topic_dqz_cht_fkc__ul_mgk_nht_fkc">
<li class="li" dir="ltr">They assign a ticket, previously assigned to them, to a different
group.</li>
</ul>
<div class="p" dir="ltr">An escalated point is not given to an agent when:<ul class="ul" id="topic_dqz_cht_fkc__ul_rjp_4ht_fkc">
<li class="li" dir="ltr">The agent assigns the ticket to themselves in a different
group.</li>
<li class="li" dir="ltr">The agent has already received an escalated or solved point for
that ticket.</li>
</ul>
</div>
</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__paid_general_task" style="vertical-align:top;">Paid general task or status time</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">Sum of time spent by an agent in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status</a> configured as paid
time under Occupancy settings.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__paid_time" style="vertical-align:top;">Paid time</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">Total time the agent tracked excluding any unpaid general task or
status time, for example, lunch. These are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent statuses</a> that have the
option to log this general task or status as paid time turned off under Occupancy
settings.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;"><code class="ph codeph">Total time - Unpaid general task or status
time</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__reopened_point" style="vertical-align:top;">Reopened points</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">An agent receives a reopened point every time a ticket changes from
solved to open. A reopened point is counted for the agent who previously changed
the ticket to solved.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" style="vertical-align:top;">Scheduled time</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">Same as the agent attendance <a class="xref" href="#topic_ocb_3n4_52c__scheduled_time">scheduled time</a>
report metric.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__solved_points" style="vertical-align:top;">Solved points</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">A solved point is given to an agent who solves a ticket. The first
time a ticket is solved by an agent, the agent solving it receives one solved
point. Solved points are counted once per ticket for each agent.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" style="vertical-align:top;">Total time</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">Same as the agent attendance <a class="xref" href="#topic_ocb_3n4_52c__total_time">total time</a> report
metric.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d51e522" id="topic_dqz_cht_fkc__unpaid_general_task" style="vertical-align:top;">Unpaid general task or status time</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e525" style="vertical-align:top;">Sum of time an agent is tracked in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status</a> that has the option
to log as paid time turned off under Occupancy settings.</td>
<td class="entry cellrowborder" dir="ltr" headers="d51e528" style="vertical-align:top;">N/A</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xwv_3n4_52c">
<h2 class="title topictitle2" id="ariaid-title4">Time off report metrics</h2>
<div class="body">
<div class="p">The Time off report metrics include:<ul class="ul" id="topic_xwv_3n4_52c__ul_n4p_s44_52c">
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__approved_duration">Approved
(duration)</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__approved_occurrences">Approved
(occurrences)</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_xwv_3n4_52c__billable_hours">Billable
hours</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__planned_duration">Planned time
off(duration)</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__planned_occurrences">Planned time off
(occurrences)</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__unplanned_duration">Unplanned time off
(duration)</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__unplanned_occurrences">Unplanned time off
(occurrences)</a></li>
</ul>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xwv_3n4_52c__table_llk_q44_52c" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e822" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e825" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e828" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__approved_duration" style="vertical-align:top;">Approved (duration)</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">Sum of time of approved, planned, and unplanned time off
(occurrences).</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__approved_occurrences" style="vertical-align:top;">Approved (occurrences)</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">Count of occurrences, of approved planned, and unplanned occurrences.</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__billable_hours" style="vertical-align:top;">Billable hours</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">Net number of paid hours lost as a result of time off requests.</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;"><code class="ph codeph">Billable hours = Total time off duration – Duration of unpaid
activities (within the same scheduled window)</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__planned_duration" style="vertical-align:top;">Planned time off (duration)</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">This comes from the time off request reason, specifically, the planned
type.</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;">Sum of time of planned occurrences for the requested time frame</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__planned_occurrences" style="vertical-align:top;">Planned time off (occurrences)</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">This comes from the time off request reason, specifically, the planned
type.</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;">Count of planned occurrences for the requested time frame</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__unplanned_duration" style="vertical-align:top;">Unplanned time off (duration)</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">This comes from the time off request reason, specifically, the unplanned
type.</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;">Sum of time of unplanned occurrences for the requested time frame</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e822" id="topic_xwv_3n4_52c__unplanned_occurrences" style="vertical-align:top;">Unplanned time off (occurrences)</td>
<td class="entry cellrowborder" headers="d51e825" style="vertical-align:top;">This comes from the time off request reason, specifically, the unplanned
type.</td>
<td class="entry cellrowborder" headers="d51e828" style="vertical-align:top;">Count of unplanned occurrences for the requested time frame</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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