WFM Custom Adherence Report
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Agent Name | Name of the agent | text | - | Agent Fields | Yes | Dimension |
| Team Name | Name of the team the agent belongs to | text | - | Agent Fields | Yes | Dimension |
| Agent Ring Groups | List of ring groups/queues associated to the agent | text (list) | - | Agent Fields | Yes | Dimension |
| Account Time Zone | If the agent is associated with a team, then the team's time zone. If not associated with a team, then the account time zone. | text | - | Agent Fields | Yes | Dimension |
| Scheduled Event Name | Name of the scheduled event. “Unscheduled” is displayed when no event was planned. | text | - | Scheduled Event Fields | Yes | Dimension |
| Scheduled Event Description | Text inserted in the scheduled event description field of the scheduled event | text | - | Scheduled Event Fields | Yes | Dimension |
| Scheduled Event Pay Status | Pay status of the event. | text | - | Scheduled Event Fields | Yes | Dimension |
| Scheduled Event Usage | Usage of the event | text | - | Scheduled Event Fields | Yes | Dimension |
| Adherence Event Start Time | Event start time and date in UTC | time | yyyy-mm-dd hh-mm-ss | Adherence Fields | No | Dimension |
| Adherence Event End Time | Event end time and date in UTC | time | yyyy-mm-dd hh-mm-ss | Adherence Fields | No | Dimension |
| Adherence Event Duration | The duration of an adherence event in seconds | time duration (seconds) | 0 | Adherence Fields | Yes | Dimension |
| Adherence Status | If an agent is respecting its schedule, display "Aligned". If the agent is out of adherence as it is not following it, display "Deviated". | text | - | Adherence Fields | Yes | Dimension |
| Agent Status | Display name of the agent presence status (independently if it is a default or a custom status). Example: coaching. | text | - | Adherence Fields | Yes | Dimension |
| Base Agent Status | Presence status that contains the agent status. Example: busy_coaching: “busy” refers to the base presence agent status of a “coaching” agent status. | text | - | Adherence Fields | Yes | Dimension |
| Expected Agent Statuses | List of expected statuses based on scheduled event. Reflects the configuration done on the Event Types page (mapping an event type with the expected agent statuses). | text (list) | ["presence status name"] | Adherence Fields | Yes | Dimension |
| Shift status | If an adherence event is associated with a scheduled event of usage: shift, block, break or is a meeting (and this overlaps a shift), display "On Shift". If there is no scheduled event or the scheduled event usage is time off (even if overlaps a shift) or meeting (and it does not overlap a shift), display "Off Shift". | text | - | Adherence Fields | Yes | Dimension |
| Reference Date | If associated with a shift, then shift start time in UTC. If not associated with a shift, then event start time in UTC. | time | yyyy-mm-dd hh-mm-ss | Adherence Fields | Yes | Dimension |
| % ADH | Adherence percentage calculated for Aligned adherence events which are considered to be On Shift | percentage | 0.0% | Adherence Measures | Yes | Measure |
| AVG Deviated ADH per Event (s) | Average value of out of adherence duration by event type (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| MAX Deviated ADH (s) | Maximum value of out of adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| MIN Deviated ADH (s) | Minimum value of out of adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| AVG Deviated ADH (s) | Average value of out of adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| TOTAL Deviated On Shift ADH Duration (s) | Total time on shift and out of adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| TOTAL Deviated Off Shift ADH Duration (s) | Total time off shift and out of adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| MAX Aligned ADH (s) | Maximum value of in adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| MIN Aligned ADH (s) | Minimum value of in adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| AVG Aligned ADH (s) | Average value of in adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| TOTAL Aligned On Shift ADH Duration (s) | Total time on shift and in adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
| TOTAL Aligned Off Shift ADH Duration (s) | Total time off shift and in adherence duration (in seconds) | time duration (seconds) | 0 | Adherence Measures | Yes | Measure |
Updated almost 3 years ago