Requests per Agent report

This report shows how many requests the agents have initiated during a period of time, summarized per agent. The report shows the type of request (absence, shift trade, overtime or text request) and if the requests have been approved or denied. Any waitlisted requests which are canceled by the agent before they are approved or denied are not listed in the report.

The report answers questions like:

What absence requests were sent in by each agent last month, and were they approved?
What shift trade requests were sent in last week and were they approved or not?

The data in this report is always shown in the agents' local time zones.

Use the Not defined option in the team and agent selection to show logged data which is not connected to any agent and team.

NOTE In the Requests tool, you can only review shift trade requests that were approved by both agents. For example, if agent 1 sends a shift trade request to agent 2 but agent 2 does not approve, the request will not appear in the Requests tool. Similarly, if agent 1 sends a shift trade request to agent 2 and the request is automatically denied, it will not appear. However, these requests are available in the Requests per Agent report

Page location

WFM > Reports > Requests per agent

This feature is available to Calabrio GovSuite users.

Fields in this report

Field	Description
Application date	The date when the request was initiated.
Request period	The start and end date for the request.
Type	The type of the request; absence, overtime or shift trade request.
Status	The status this request is currently in.
Requests	The number of requests sent.
Requested days	The number of days for which requests have been sent.