Shift Category and Full-Day Absence per Agent report

This feature is available to Calabrio GovSuite users.

The report shows the number of shifts of a specific category, days off and full-day absences that have been scheduled for a specific agent during a selected period.

The report answers questions like:

  • How many shifts of each shift category did we schedule last week?
  • How many full-day absences did we have last month?

The data in this report is presented on the shift start date. For example, a shift that starts on Monday at 10:00 PM and ends on Tuesday at 6:00 AM is shown in the Monday report.

An absence is considered a full-day absence when the absence covers the entire underlying shift. If an agent is working overtime on a day off, it is still considered a day off.

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.

Page location

WFM > Reports > Shift category and full-day absence per agent

Fields in this report

Field Description
Number of shifts, days off, or absences

The number of shifts, days off, or full-day absences scheduled for that type.

Totals (horizontal) The total number of shifts, days off, and full-day absences scheduled for the agent.
Totals (vertical) The total number of shifts, days off, or full-day absences scheduled for that particular type.

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