Schedule Report

Updated

2 months ago

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:

Metrics

Dimensions

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. Bottom of Form

Schedule Report

Metrics and Dimensions

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