WFM Custom Adherence Report

Desired FieldDescriptionTypeFormatSectionFilterField
Agent NameName of the agenttext-Agent FieldsYesDimension
Team NameName of the team the agent belongs totext-Agent FieldsYesDimension
Agent Ring GroupsList of ring groups/queues associated to the agenttext (list)-Agent FieldsYesDimension
Account Time ZoneIf 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 FieldsYesDimension
Scheduled Event NameName of the scheduled event. “Unscheduled” is displayed when no event was planned.text-Scheduled Event FieldsYesDimension
Scheduled Event DescriptionText inserted in the scheduled event description field of the scheduled eventtext-Scheduled Event FieldsYesDimension
Scheduled Event Pay StatusPay status of the event.text-Scheduled Event FieldsYesDimension
Scheduled Event UsageUsage of the eventtext-Scheduled Event FieldsYesDimension
Adherence Event Start TimeEvent start time and date in UTCtimeyyyy-mm-dd hh-mm-ssAdherence FieldsNoDimension
Adherence Event End TimeEvent end time and date in UTCtimeyyyy-mm-dd hh-mm-ssAdherence FieldsNoDimension
Adherence Event DurationThe duration of an adherence event in secondstime duration (seconds)0Adherence FieldsYesDimension
Adherence StatusIf 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 FieldsYesDimension
Agent StatusDisplay name of the agent presence status (independently if it is a default or a custom status). Example: coaching.text-Adherence FieldsYesDimension
Base Agent StatusPresence status that contains the agent status. Example: busy_coaching: “busy” refers to the base presence agent status of a “coaching” agent status.text-Adherence FieldsYesDimension
Expected Agent StatusesList 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 FieldsYesDimension
Shift statusIf 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 FieldsYesDimension
Reference DateIf associated with a shift, then shift start time in UTC. If not associated with a shift, then event start time in UTC.timeyyyy-mm-dd hh-mm-ssAdherence FieldsYesDimension
% ADHAdherence percentage calculated for Aligned adherence events which are considered to be On Shiftpercentage0.0%Adherence MeasuresYesMeasure
AVG Deviated ADH per Event (s)Average value of out of adherence duration by event type (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
MAX Deviated ADH (s)Maximum value of out of adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
MIN Deviated ADH (s)Minimum value of out of adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
AVG Deviated ADH (s)Average value of out of adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
TOTAL Deviated On Shift ADH Duration (s)Total time on shift and out of adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
TOTAL Deviated Off Shift ADH Duration (s)Total time off shift and out of adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
MAX Aligned ADH (s)Maximum value of in adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
MIN Aligned ADH (s)Minimum value of in adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
AVG Aligned ADH (s)Average value of in adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
TOTAL Aligned On Shift ADH Duration (s)Total time on shift and in adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure
TOTAL Aligned Off Shift ADH Duration (s)Total time off shift and in adherence duration (in seconds)time duration (seconds)0Adherence MeasuresYesMeasure