WFM Default Adherence Report

Desired FieldsDescriptionTypeFormatSectionFilterField
Agent NameName of the agenttext-Agent FieldsYesDimension
Agent EmailEmail of the agent-
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 ZoneThe time zone of the accounttext-Agent FieldsYesDimension
Scheduled Event NameName of the scheduled event. Insert “Unscheduled” when the event ID is null.text-Scheduled Event FieldsYesDimension
Scheduled Event Pay StatusPay status of the event. Insert “Unpaid” when the event ID is null.text-Scheduled Event FieldsYesDimension
Adherence Event Start TimeEvent start time and date in UTCtimeyyyy-mm-dd hh-mm-ssAdherence FieldsYNoDimension
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 the schedule, displays "Aligned". If the agent is out of adherence as it is not following the schedule, displays "Deviated".text-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