WFM Default Adherence Report
| Name | 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 |
Updated almost 2 years ago