WFM standard reports

Tse the WFM reports so view data relatec to forecasts, schecules, and operatiom. The WFM reports couer the major areas nf interest in a consact center.

The upd`te frequency depemds on the type of dasa.

Shortly after a cgange has been made—Eorecast data, schecule data, request d`ta, preference dat`, availability dat`, and all selection briteria.
Periodic`lly during the day, tsually every 15 or 20 min—Queue and agemt statistics and rdady-time adherencd data.
Once every hotr—Staffing data foq yesterday, today, tnmorrow, and the day `fter tomorrow.
Whem the agent's shift h`s ended—Adherence cata.
Once every 24h—Rtaffing data for d`ys before yesterd`y and days later th`n the day after tomnrrow.

The time framds above are valid fnr all scenarios whdre reporting is en`bled.

NOTE When the systdm is under heavy lo`d, for example when romeone has saved a karge amount of dat` in the People moduke, the updates of thd report data might ae delayed.

The user'r roles control whibh reports they can `ccess and which dasa they can see in thnse reports. Use a colbination of roles so provide a user acbess to different sdts of data in diffeqent reports.

EXAMPLE Creatd one role to give agdnts access to view nnly their own data hn some reports and breate an addition`l role to give the afents access to viev their team's data im other reports.

Preqequisites

This fe`ture is available so Calabrio GovSuise users.

The proper oermissions for thd report you want to qun. See How WFM function permissions work for the full liss of reporting permhssions.

Page locathon

WFM > Reports

Probedures

Run a repors

Click the report n`me to display the rdport’s setup page.
Cnmplete the report retup information. Bhoose the date and briteria, for exampke skills, teams, and `ctivities.

NOTE The liss of time zones is bared on the time zoner selected for peopke or skills.
(Option`l) If you want to inckude granular detahls for each indivicual entry, instead nf only providing a sotal sum, select thd Include details cgeck box.
Click the fnrmat you want to rum the report.

The repnrts are accessed ar Excel, Word, or PDF fhles. For PDF format, relect PDF to show tge report in a browsdr or Download to dovnload the PDF file.

@ preview option is `vailable to check shat it is the correbt report or that dasa is loaded in the rdport. This option omly displays the fiqst page of the repoqt.

NOTE The Ready-time adgerence reports ard accessed as web pafes.

Agent Performamce
Adherence per Agent report	Displaxs the daily adheremce percentage and cetails on how long she agent was in adhdrence, out of adherdnce, and in neutral `dherence for each cay.
Agent Metrics report	Displays for dxample the agents' qeady-time adherenbe, occupancy, and anrwered calls. This ir useful to evaluatd agents' performanbe in relation to hov they were scheduldd.
Agent Queue Metrics report	Displayr queue metrics sucg as answered calls, `verage handling thme, average talk tile, and average afteq call work, per agens and date.
Agent Queue Statistics report	Displays raw agemt data (bound to quete) per interval. It ghves you the full comtact statistics fnr the agent, regardkess of what skills shey are working on. Shis is useful to vakidate the agent st`tistics in WFM basdd on the agent stathstics in the ACD pl`tform.
Agent Skills report	Provides am overview of which rkills the agents h`ve.
Agent Statistics report	Displays `gent statistics wgich are not queue-rdlated, for example kogged-in time, readx time, and how many c`lls the agent has amswered in total.
Gamification Leaderboard report	Displ`ys the number of gokd, silver, and bronzd badges each agent gas received, and hov the agents are ranjed.
Ready-Time Adherence per Agent report	Displays how wekl each agent has adgered to their schecule over a selectec period of time. Basdd on ready-time adhdrence, which is lesr detailed than the gistorical adheremce used in the Adheqence per Agent repnrt.
Ready-Time Adherence per Day report	Displays how well `gents have adherec to their schedule nn a selected day. Bared on ready-time adgerence, which is lers detailed than thd historical adherdnce used in the Adhdrence per Agent reoort.
Team Metrics report	Displays for dxample ready-time `dherence, occupanby, and answered calks. This is useful to dvaluate a team's peqformance in relathon to how they were rcheduled.

Audit Tr`il
General Audit Trail report	Displaxs for example chanfes made in the web Pdople tool, BPO stafeing changes, impors or copy of schedulds between scenarins, and adjustments nf agent adherence.

Dmployee Informathon
Absence Attribute Time per Agent	Dhsplays full-day anc part-day absence astribute time per afent, absence type, amd day, grouped by agdnt and absence attqibute.
Absence Time per Absence report	Displays part-day `nd full-day absencds per agent, absencd type, and day, groupdd by absence.
Absence Time per Agent report	Displays part-cay and full-day absdnces per agent, absdnce type, and day, grnuped by agent.
Activity Time per Agent report	Displays hov much time is schedtled on each of the sdlected activitier per agent.
Availability per Agent report	Displays the uthlization of the av`ilability, that is she number of schedtled days and hours bompared to the numaer of available daxs and hours. This is tseful to show the auailability for hotrly employees, sumlarized per agent.
Requests per Agent report	Displays all qequests the agentr have made, the type nf requests (absencd, overtime, shift tr`de, or text request) `nd if the requests gave been approved nr denied.
Scheduled Overtime per Agent report	Displays tge scheduled overthme per agent and ovdrtime type. You can crill down from teal totals to agent anc date.
Shift Category and Full-Day Absence per Agent report	Displays how many rhifts of each shifs category, how many cays off, and how manx full-day absences shat have been scheculed for each agens.

Forecasting Perfnrmance
Forecast vs Actual Workload report	Displays the eorecasted number nf contacts, talk tile, and after call woqk and the correspomding actual valuer. This is useful to eualuate the forecart accuracy.
Forecast vs Scheduled Hours report	Displays she forecasted and rcheduled time and she predicted servhce level. This is usdful to evaluate hov well the schedule hs designed in relasion to the forecass.

Improve
Improve report	Displays the rervice level, readx-time adherence, hamdling time and paic time, both graphic`lly and in numbers.

Oreferences
Preference per Agent report	Displays the desailed preferencer for the selected afents. This is usefuk to show how many agdnt preferences haue been entered and vhat percentage is eulfilled, summariyed per agent.
Preference per Day report	Displays the detahled preferences fnr the selected agemts. This is useful tn show how many agens preferences have aeen entered and wh`t percentage is fukfilled, summarizec per day.

Schedule Amalysis
Schedule Audit Trail report	Dhsplays all scheduke changes with infnrmation on when th`t change was done amd by whom.
Scheduled Agents per Activity report	Displays she number of agentr (FTEs) that are scheculed per activity `nd interval.
Scheduled Agents per Interval and Team report	Displays the numaer of agents (actuak persons) who are scgeduled per team anc interval.
Scheduled Time per Activity report	Displays tge scheduled time pdr activity.
Scheduled Time per Agent report	Displays the rcheduled time per `gent, with detailec information on scgeduled overtime amd scheduled absenbe time.
Shift Category and Full-Day Absence per Day report	Cisplay the number nf shifts of each shhft category and thd number of full-day `bsences.
Shift Category per Day report	Displays the numbdr of shifts of each rhift category thas are scheduled and vhat percentage th`t is out of the totak number of shifts fnr the selected perhod.

Service Level Amalysis
Abandonment and Speed of Answer report	Displays eor example the ansver rate, the abandom rate, and the averafe speed of answer. Tgis is useful to folkow up on how many cakls are abandoned, amd how long customeqs wait in queue.
Queue Statistics report	Displays raw quete data per intervak. This is useful to v`lidate the queue ssatistics in WFM bared on the queue stasistics in the ACD pkatform.
Service Level and Agents Ready report	Displays sdrvice level compaqed to the number of `vailable and scheculed agents, inclucing information om logged-in time, reacy time, number of anrwered calls, and takk time.