WFM standard reports

Use the WFM reports to view data related to forecasts, schedules, and operation. The WFM reports cover the major areas of interest in a contact center.

The update frequency depends on the type of data.

  • Shortly after a change has been made—Forecast data, schedule data, request data, preference data, availability data and all selection criteria.
  • Periodically during the day, usually every 15 or 30 min—Queue and agent statistics and ready-time adherence data.
  • When the agent's shift has ended—Adherence data.
  • Once every 24h—Staffing data, that is scheduled agents compared to forecasted agents.

The time frames above are valid for all scenarios where reporting is enabled.

NOTE   When the system is under heavy load, for example when someone has saved a large amount of data in the People module, the updates of the report data might be delayed.

The user's roles control which reports they can access and which data they can see in those reports. Use a combination of roles to provide a user access to different sets of data in different reports.

EXAMPLE   Create one role to give agents access to view only their own data in some reports and create an additional role to give the agents access to view their team's data in other reports.

The reports are accessed as MS Excel, MS Word, or PDF files, except for the Ready-time adherence reports, which are accessed as web pages. A preview option is available to check that it is the correct report or that data is loaded in the report. This option only displays the first page of the report.

Agent Performance  

Adherence per Agent report

Displays the daily adherence percentage and details on how long the agent was in adherence, out of adherence, and in neutral adherence for each day.

Agent Metrics report

Displays for example the agents' ready-time adherence, occupancy and answered calls. This is useful to evaluate agents' performance in relation to how they were scheduled.

Agent Queue Metrics report

Displays queue metrics such as answered calls, average handling time, average talk time and average after call work, per agent and date.

Agent Queue Statistics report

Displays raw agent data (bound to queue) per interval. It gives you the full contact statistics for the agent, regardless of what skills they are working on. This is useful to validate the agent statistics in WFM based on the agent statistics in the ACD platform.

Agent Skills report

Provides an overview of which skills the agents have.

Agent Statistics report

Displays agent statistics which are not queue-related, for example logged-in time, ready time, and how many calls the agent has answered in total.

Gamification Leaderboard report

Displays the number of gold, silver and bronze badges each agent has received, and how the agents are ranked.

Ready-Time Adherence per Agent report

Displays how well each agent has adhered to their schedule over a selected period of time. Based on ready-time adherence, which is less detailed than the historical adherence used in the Adherence per Agent report.

Ready-Time Adherence per Day report

Displays how well agents has adhered to their schedule on a selected day. Based on ready-time adherence, which is less detailed than the historical adherence used in the Adherence per Agent report.

Team Metrics report

Displays for example ready-time adherence, occupancy and answered calls. This is useful to evaluate a team's performance in relation to how they were scheduled.

Audit Trail  

General Audit Trail report

Displays for example changes made in the web People tool, BPO staffing changes, import or copy of schedules between scenarios, and adjustments of agent adherence.

Employee Information  

Absence Time per Absence report

Displays part-day and full-day absences per agent, absence type, and day, grouped by absence.

Absence Time per Agent report

Displays part-day and full-day absences per agent, absence type, and day, grouped by agent.

Activity Time per Agent report

Displays how much time that is scheduled on each of the selected activities, per agent.

Availability per Agent report

Displays the utilization of the availability, that is the number of scheduled days and hours compared to the number of available days and hours. This is useful to show the availability for hourly employees, summarized per agent.

Requests per Agent report

Displays all requests the agents have made, the type of requests (absence, overtime, shift trade or text request) and if the requests have been approved or denied.

Scheduled Overtime per Agent report

Displays the scheduled overtime per agent and overtime type. You can drill down from team totals to agent and date.

Shift Category and Full-Day Absence per Agent report

Displays how many shifts of each shift category, how many days off and how many full-day absences that have been scheduled for each agent.

Forecasting Performance  

Forecast vs Actual Workload report

Displays the forecasted number of contacts, talk time, and after call work and the corresponding actual values. This is useful to evaluate the forecast accuracy.

Forecast vs Scheduled Hours report

Displays the forecasted and scheduled time and the predicted service level. This is useful to evaluate how well the schedule is designed in relation to the forecast.

Improve  

Improve report

Displays the service level, ready-time adherence, handling time and paid time, both graphically and in numbers.

Preferences  

Preference per Agent report

 

Displays the detailed preferences for the selected agents. This is useful to show how many agent preferences that have been entered and what percentage that is fulfilled, summarized per agent.

Preference per Day report

Displays the detailed preferences for the selected agents. This is useful to show how many agent preferences that have been entered and what percentage that is fulfilled, summarized per day.

Schedule Analysis  

Schedule Audit Trail report

Displays all schedule changes with information on when that change was done and by whom.

Scheduled Agents per Activity report

Displays the number of agents (FTEs) that are scheduled per activity and interval.

Scheduled Agents per Interval and Team report

Displays the number of agents (actual persons) who are scheduled per team and interval.

Scheduled Time per Activity report

Displays the scheduled time per activity.

Scheduled Time per Agent report

Displays the scheduled time per agent, with detailed information on scheduled overtime and scheduled absence time.

Shift Category and Full-Day Absence per Day report

Display the number of shifts of each shift category and the number of full-day absences.

Shift Category per Day report

Displays the number of shifts of each shift category that are scheduled and what percentage that is out of the total number of shifts for the selected period.

Service Level Analysis  

Abandonment and Speed of Answer report

Displays for example the answer rate, the abandon rate and the average speed of answer. This is useful to follow up on how many calls that are being abandoned, and how long customers wait in queue.

Queue Statistics report

Displays raw queue data per interval. This is useful to validate the queue statistics in WFM based on the queue statistics in the ACD platform.

Service Level and Agents Ready report

Displays service level compared to the number of available and scheduled agents, including information on logged-in time, ready time, number of answered calls, and talk time.