Schedule Report

Updated 

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 Dimensions

The following are the Metrics and Dimensions available under the Agent Schedule Report:​

Metric

Description

Activity Type

Specifies whether the activity is categorized as Paid or Unpaid duration.

Shift Duration

A numerical value representing the length of a Shift in hours or minutes.

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 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.

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