WFM Default Adherence Report

Desired Fields

Description

Type

Format

Section

Filter

Field

Agent Name

Name of the agent

text

Agent Fields

Yes

Dimension

Agent Email

Email of the agent

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

The time zone of the account

text

Agent Fields

Yes

Dimension

Scheduled Event Name

Name of the scheduled event. Insert “Unscheduled” when the event ID is null.

text

Scheduled Event Fields

Yes

Dimension

Scheduled Event Pay Status

Pay status of the event. Insert “Unpaid” when the event ID is null.

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

YNo

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 the schedule, displays "Aligned". If the agent is out of adherence as it is not following the schedule, displays "Deviated".

text

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