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