WFM system report metrics

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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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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_xwv_3n4_52c">Time off report metrics</a></li>
</ul>
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<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 system WFM report templates</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818" target="_blank">WFM custom report metrics</a></li>
</ul>
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<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
(OCR)</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 (duration)</a></li>
</ul>
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<th class="entry cellrowborder" id="d51e155" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e158" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e161" style="vertical-align:top;">Formula</th>
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<tbody class="tbody">
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<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__attendance_duration" style="vertical-align:top;">Attendance (duration)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__attendance_rate" style="vertical-align:top;">Attendance (rate)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">Number of hours the agent is working / Number of hours the agent was
scheduled to work</td>
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<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__late_duration" style="vertical-align:top;">Late (duration)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">Sum of time of clock in time after schedule start time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__late_occurences" style="vertical-align:top;">Late (occurrences)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">Count clock in time after schedule start time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__left_early_duration" style="vertical-align:top;">Left early (duration)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">Sum of time of clock out before schedule end time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__left_early_occurrences" style="vertical-align:top;">Left early (occurrences)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" 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="d51e155" id="topic_ocb_3n4_52c__occupancy_rate" style="vertical-align:top;">Occupancy rate</td>
<td class="entry cellrowborder" headers="d51e158" style="vertical-align:top;">Occupancy rate indicates the proportion of an agent's paid time spent on
support-related activities versus non-support activities. The industry standard is
75-85%.</td>
<td class="entry cellrowborder" headers="d51e161" style="vertical-align:top;">
<p class="p">(Ticket time + Productive general task time) / (Ticket time + Productive
general task time + Untracked time)</p>
<p class="p">If one of the attributes you use to group your report is activity type, when
calculating occupancy, the total of the grouping level above is used as the
denominator in the calculation.</p>
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<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__occupancy_rate_ocr" style="vertical-align:top;">Occupancy rate (OCR)</td>
<td class="entry cellrowborder" headers="d51e158" style="vertical-align:top;">
<div class="p">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.
Industry-standard is 75-85%.<div class="note note">
<span class="notetitle">Note:</span> This calculation applies only to customers
participating in the WFM Unified Agent Status Integration closed EAP using
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">Omnichannel routing (OCR)</a>.</div>
</div>
</td>
<td class="entry cellrowborder" headers="d51e161" style="vertical-align:top;">
<p class="p">(Ticket Time + Productive (UAS) Time) / (Ticket time + Idle time - Unpaid
(UAS) time)</p>
If one of the attributes you use to group your report is activity
type, when calculating occupancy, the total of the grouping level above is used as
the denominator in the calculation.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__overtime_duration" style="vertical-align:top;">Overtime (duration)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">Sum of time of clock-outs that occur outside of scheduled hours</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__overtime_occurrences" style="vertical-align:top;">Overtime (occurrences)</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">Count of clock-outs outside of scheduled hours</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__scheduled_time" style="vertical-align:top;">Scheduled time</td>
<td class="entry cellrowborder" headers="d51e158" 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="d51e161" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__total_time" style="vertical-align:top;">Total time</td>
<td class="entry cellrowborder" headers="d51e158" style="vertical-align:top;">Total amount of time the agent was logged in within the time frame
requested.</td>
<td class="entry cellrowborder" headers="d51e161" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e155" id="topic_ocb_3n4_52c__unpaid_general_task_duration" style="vertical-align:top;">Unpaid general task (duration)</td>
<td class="entry cellrowborder" headers="d51e158" 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> where the option <strong class="ph b">Log this general task
as paid time</strong> is turned off under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e161" style="vertical-align:top;">N/A</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xwv_3n4_52c">
<h2 class="title topictitle2" id="ariaid-title3">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"><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="">
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<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
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<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e415" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e418" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e421" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e415" id="topic_xwv_3n4_52c__approved_duration" style="vertical-align:top;">Approved (duration)</td>
<td class="entry cellrowborder" headers="d51e418" style="vertical-align:top;">Sum of time of approved, planned, and unplanned time off
(occurrences).</td>
<td class="entry cellrowborder" headers="d51e421" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e415" id="topic_xwv_3n4_52c__approved_occurrences" style="vertical-align:top;">Approved (occurrences)</td>
<td class="entry cellrowborder" headers="d51e418" style="vertical-align:top;">Count of occurrences, of approved planned, and unplanned occurrences.</td>
<td class="entry cellrowborder" headers="d51e421" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e415" id="topic_xwv_3n4_52c__planned_duration" style="vertical-align:top;">Planned time off (duration)</td>
<td class="entry cellrowborder" headers="d51e418" style="vertical-align:top;">This comes from the time off request reason, specifically, the planned
type.</td>
<td class="entry cellrowborder" headers="d51e421" 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="d51e415" id="topic_xwv_3n4_52c__planned_occurrences" style="vertical-align:top;">Planned time off (occurrences)</td>
<td class="entry cellrowborder" headers="d51e418" style="vertical-align:top;">This comes from the time off request reason, specifically, the planned
type.</td>
<td class="entry cellrowborder" headers="d51e421" style="vertical-align:top;">Count of planned occurrences for the requested time frame</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e415" id="topic_xwv_3n4_52c__unplanned_duration" style="vertical-align:top;">Unplanned time off (duration)</td>
<td class="entry cellrowborder" headers="d51e418" style="vertical-align:top;">This comes from the time off request reason, specifically, the unplanned
type.</td>
<td class="entry cellrowborder" headers="d51e421" 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="d51e415" id="topic_xwv_3n4_52c__unplanned_occurrences" style="vertical-align:top;">Unplanned time off (occurrences)</td>
<td class="entry cellrowborder" headers="d51e418" style="vertical-align:top;">This comes from the time off request reason, specifically, the unplanned
type.</td>
<td class="entry cellrowborder" headers="d51e421" style="vertical-align:top;">Count of unplanned occurrences for the requested time frame</td>
</tr>
</tbody>
</table>
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