WFM standard reports

The standard reports available in WFM are listed below.

NOTE   WFM standard reports reflect data as it appears in the tenant time zone configured by your system administrator. If you request a WFM report and your display time zone is ahead of the tenant time zone, your report might not contain any data.

NOTE   Some values in reports are calculated values, and subject to rounding up or down. Because of this rounding, they might differ slightly from historical data values.

Agent and team performance reports

• Agent and Team Productivity

Service queue performance reports

• Agent Interval
• Agent Service Queue Interval
• Interval Service Queue
• Service Queue Agent Interval
• Team Agent Interval
• Team Interval

Schedule view reports

• Assigned Exception
• Agent Overtime
• Agent Schedule Daily
• Agent Schedule Weekly
• Agent Task Percentages
• Service Queue Schedule By Agent
• Service Queue Schedule By Interval
• Team Schedule Task Hours

Performance analysis reports

• Agent Report Card
• Performance Daily
• Performance Interval

Planning reports

• Vacation Status
• Shift Budget Analysis

Strategic planning reports

• Facility Planning (Hardware)
• Staff Planning
• Hiring Plan
• Budgetary Planning