Metrics and Dimensions

The Schedule Report provides a comprehensive view of each agent’s scheduled Activities over a selected time period. This report is designed to help Supervisors and Workforce Managers monitor scheduling accuracy, identify coverage gaps, and ensure alignment with operational requirements.The Schedule Report belongs to the Workforce Management Report Group under the Service Analytics Data Source. Refer to this article for detailed steps on configuring Reporting Widgets.Metrics and DimensionsThe following are the Metrics and Dimensions available under the Schedule Report:label:has(#_281b72c5-3189-47cb-80a0-e493a3af18ed:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_281b72c5-3189-47cb-80a0-e493a3af18ed]{ display: block !important; } label:has(#_281b72c5-3189-47cb-80a0-e493a3af18ed:checked) { background-color: #EEEFF1; } label:has(#_e0297b51-390f-4205-bb62-d22ce86ad50f:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_e0297b51-390f-4205-bb62-d22ce86ad50f]{ display: block !important; } label:has(#_e0297b51-390f-4205-bb62-d22ce86ad50f:checked) { background-color: #EEEFF1; } MetricsDimensionsMetricDescriptionShift DurationA numerical value representing the length of a Shift in hours or minutes.Paid TimeThe total duration for which the agent is compensated. This includes time spent working during a scheduled shift, as well as time spent on paid Activities, as defined by applicable policies.Unpaid TimeThe portion of the scheduled shift for which the agent is not compensated. This includes unpaid Activities and is calculated as the total shift duration minus the paid time, in accordance with policy configuration.Total TimeThe full length of the selected Shift or Activity.DurationThe duration of the selected Shift or Activity.DimensionDescriptionAgent IDA unique identifier for the agent. It is used to categorize or filter data.Agent NameThe name of the agent.Employment Type of AgentDescribes whether the agent is full-time, part-time, etc.DateUsed to group or filter data by specific days.Day of WeekCategorization to show the day (Monday, Tuesday, etc.).Name of ShiftDescription for the shift, used for categorization or filtering.Shift Start DateShows the date on which the Shift started.Shift Start TimeIndicates when the shift begins, used for filtering.Shift End TimeIndicates when the shift ends, used for filtering or grouping.Name of Activity AssignedDescribes the task or activity assigned to the agent.Activity Start TimeThe start time of the activity is used for filtering or grouping.Activity End TimeThe end time of the activity is used for filtering or grouping.Bottom of FormNoteShows the note/comment added in the agent’s Shift.Note Created AtShows when the note was created.Note Created ByShows who created the note.Note Last Updated AtShows when the note was last updated.Note Last Updated ByShow who last updated the note.Activity TypeSpecifies whether the activity is categorized as Paid or Unpaid duration.

Metric	Description
Shift Duration	A numerical value representing the length of a Shift in hours or minutes.
Paid Time	The total duration for which the agent is compensated. This includes time spent working during a scheduled shift, as well as time spent on paid Activities, as defined by applicable policies.
Unpaid Time	The portion of the scheduled shift for which the agent is not compensated. This includes unpaid Activities and is calculated as the total shift duration minus the paid time, in accordance with policy configuration.
Total Time	The full length of the selected Shift or Activity.
Duration	The duration of the selected Shift or Activity.

Dimension	Description
Agent ID	A unique identifier for the agent. It is used to categorize or filter data.
Agent Name	The name of the agent.
Employment Type of Agent	Describes whether the agent is full-time, part-time, etc.
Date	Used to group or filter data by specific days.
Day of Week	Categorization to show the day (Monday, Tuesday, etc.).
Name of Shift	Description for the shift, used for categorization or filtering.
Shift Start Date	Shows the date on which the Shift started.
Shift Start Time	Indicates when the shift begins, used for filtering.
Shift End Time	Indicates when the shift ends, used for filtering or grouping.
Name of Activity Assigned	Describes the task or activity assigned to the agent.
Activity Start Time	The start time of the activity is used for filtering or grouping.
Activity End Time	The end time of the activity is used for filtering or grouping. Bottom of Form
Note	Shows the note/comment added in the agent’s Shift.
Note Created At	Shows when the note was created.
Note Created By	Shows who created the note.
Note Last Updated At	Shows when the note was last updated.
Note Last Updated By	Show who last updated the note.
Activity Type	Specifies whether the activity is categorized as Paid or Unpaid duration.

Schedule Report

Metrics and Dimensions

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