Attendance Report

Updated 

2 hours ago

You can track attendance with enhanced scheduling insights using the Attendance Report. The Attendance Report belongs to the Workforce Management Report Group under the Service Analytics Data Source. These metrics and dimensions are also available under the WFM Reporting Data Source.

The Attendance Report integrates data from Shifts, Time Off, Shift Trades, and Activity Types to accurately determine attendance states such as Present, Day Off, and Planned Leave. Refer to this article for detailed steps on configuring Reporting Widgets.

Support Old Values of Agents’ Custom Fields: You see the historical value of agents’ Custom Field data while plotting Reporting Widgets using the Attendance Report. This allows the report to retain the agents’ Custom Field details as they were on the schedule date, even if the agent’s profile changes later.

This helps you review attendance with the correct context and avoids confusion when profile fields are updated after schedules have been worked.

Some metrics in this Report are categorized based on the agent’s attendance status. The following are the descriptions of these statuses:

  • Day Off: The agent had a scheduled Day Off.

  • Present: The agent worked the entire scheduled period without any Time Off or Out-of-Office Activity.

  • Absent: The agent had a scheduled shift but recorded an Adherence score of 0%.

  • Planned Leave: The agent had an approved full-day Time Off.

  • Unplanned Leave: The agent did not work and had an unplanned absence recorded as Out-of-Office Activity.

  • Present & Unplanned Leave: The agent worked part of the scheduled period but had some unplanned Out-of-Office Activity.

  • Present & Planned Leave: The agent worked part of the scheduled period with approved Partial Time Off.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Attendance Report:

Name

Description

Scheduled Duration

The total planned time allocated for an agent's specific activity or shift based on the schedule.

Actual Duration

-

Shift Duration

Shift duration in the schedule of corresponding agents, considering split shift.

Scheduled Adherence

The percentage of time an agent follows their scheduled Activities.

In Adherence Duration

The actual time an agent spends on a specific Activity or Shift, recorded in real-time.

Has Shift Trade

Indicates whether the user had a shift trade on a given day.

Has Time Off

Indicates whether the user had any time-off activity on a given day.

Attendance Count (N/A)

Gives count of agents corresponding to attendance status N/A for given day.

Attendance Count (Day Off)

Gives count of agents corresponding to attendance status Day Off for given day.

Attendance Count (Present)

Gives count of agents corresponding to attendance status Present for given day.

Attendance Count (Present & Unplanned Leave)

Gives count of agents corresponding to attendance status Present & Unplanned Leave for given day.

Attendance Count (Present & Planned Leave)

Gives count of agents corresponding to attendance status Present & Planned Leave for given day.

Attendance Count (Unplanned Leave)

Gives count of agents corresponding to attendance status Unplanned Leave for given day.

Attendance Count (Planned Leave)

Gives count of agents corresponding to attendance status Planned Leave for given day.

Attendance Count (Absent)

Gives count of agents corresponding to attendance status Absent for given day.

Total Scheduled Agents

Gives the total count of agents who have any shift scheduled.

Effective Scheduled Duration

Provides the length of durations for which the shift is scheduled for Agents.

Total Agent Count

Gives count of agents who have the schedule present including day-off.

Name

Description

Date

Date on which the event occurred.

Day of Week

The name of the day of the week on which the activity occurred.

Time Of Day

The specific 1-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Month Of Year

The name of the Calendar Month on which the activity occurred.

Day of Year

This is the sequential day number starting with day 1 on January 1st.

Week of Year

This is the sequential week number in the year starting the week count with Sunday.

Agent

The Sprinklr user for whom the report is being generated.

Activity Name

Note: It includes of In-Office and Out-of-Office Activities.

The name or label of the specific activity, such as, Break, Training, 1-on-1.

Shift Name

Name of the Shift.

Shift Start Time

Shift Start Time

Shift End Time

Shift End Time

Shift Start Date

Histogram field for the shift start time to view the report on aggregated intervals.

Schedule Date

Indicates the date for the attendance status.

Attendance Status

Derives the user's attendance status for a given day using scheduled activities and adherence data.

Custom Metrics and Drilldown Support

You can create Custom Metrics, use Drilldown, and sort data in Reporting widgets when they are created using the following Attendance Report metrics:

  • Total Agent Count

  • Total Scheduled Agents

  • Attendance Count (Day Off)

  • Attendance Count (Present)

  • Attendance Count (Present & Unplanned Leave)

  • Attendance Count (Present & Planned Leave)

  • Attendance Count (Unplanned Leave)

  • Attendance Count (Planned Leave)

  • Attendance Count (Absent).

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