Metrics and Dimensions

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.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 DimensionsThe following are the Metrics and Dimensions available under the Attendance Report:label:has(#_9eaeb14a-32d5-4949-bfdb-01ac3303f5b0:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_9eaeb14a-32d5-4949-bfdb-01ac3303f5b0]{ display: block !important; } label:has(#_9eaeb14a-32d5-4949-bfdb-01ac3303f5b0:checked) { background-color: #EEEFF1; } label:has(#_605ba683-3a97-4de6-bac4-667036d541c6:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_605ba683-3a97-4de6-bac4-667036d541c6]{ display: block !important; } label:has(#_605ba683-3a97-4de6-bac4-667036d541c6:checked) { background-color: #EEEFF1; } MetricsDimensionsNameDescriptionScheduled DurationThe total planned time allocated for an agent's specific activity or shift based on the schedule.Actual Duration-Shift DurationShift duration in the schedule of corresponding agents, considering split shift.Scheduled AdherenceThe percentage of time an agent follows their scheduled Activities.In Adherence DurationThe actual time an agent spends on a specific Activity or Shift, recorded in real-time.Has Shift TradeIndicates whether the user had a shift trade on a given day.Has Time OffIndicates whether the user had any time-off activity on a given day.Attendance StatusDerives the user's attendance status for a given day using scheduled activities and adherence data.Attendance Status Count (N/A)Gives count of agents corresponding to attendance status N/A for given day.Attendance Status Count (Day Off)Gives count of agents corresponding to attendance status Day Off for given day.Attendance Status Count (Present)Gives count of agents corresponding to attendance status Present for given day.Attendance Status Count (Present & Unplanned Leave)Gives count of agents corresponding to attendance status Present & Unplanned Leave for given day.Attendance Status Count (Present & Planned Leave)Gives count of agents corresponding to attendance status Present & Planned Leave for given day.Attendance Status Count (Unplanned Leave)Gives count of agents corresponding to attendance status Unplanned Leave for given day.Attendance Status Count (Planned Leave)Gives count of agents corresponding to attendance status Planned Leave for given day.Attendance Status Count (Absent)Gives count of agents corresponding to attendance status Absent for given day.Total Scheduled AgentsGives the total count of agents who have any shift scheduled.Effective Scheduled DurationProvides the length of durations for which the shift is scheduled for Agents.Total Agent CountGives count of agents who have the schedule present including day-off.NameDescriptionDateDate on which the event occurred.Day of WeekThe name of the day of the week on which the activity occurred. Time Of DayThe 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 YearThe name of the Calendar Month on which the activity occurred.Day of YearThis is the sequential day number starting with day 1 on January 1st.Week of YearThis is the sequential week number in the year starting the week count with Sunday.AgentThe Sprinklr user for whom the report is being generated.Activity NameNote: 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 NameName of the Shift.Shift Start TimeShift Start TimeShift End TimeShift End TimeShift Start DateHistogram field for the shift start time to view the report on aggregated intervals.Schedule DateIndicates the date for the attendance status.

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 Status	Derives the user's attendance status for a given day using scheduled activities and adherence data.
Attendance Status Count (N/A)	Gives count of agents corresponding to attendance status N/A for given day.
Attendance Status Count (Day Off)	Gives count of agents corresponding to attendance status Day Off for given day.
Attendance Status Count (Present)	Gives count of agents corresponding to attendance status Present for given day.
Attendance Status Count (Present & Unplanned Leave)	Gives count of agents corresponding to attendance status Present & Unplanned Leave for given day.
Attendance Status Count (Present & Planned Leave)	Gives count of agents corresponding to attendance status Present & Planned Leave for given day.
Attendance Status Count (Unplanned Leave)	Gives count of agents corresponding to attendance status Unplanned Leave for given day.
Attendance Status Count (Planned Leave)	Gives count of agents corresponding to attendance status Planned Leave for given day.
Attendance Status 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 Report

Metrics and Dimensions

Was this article helpful?

Related Articles