WFM Schedule Adherence Report

Overview

The WFM Schedule Adherence Report provides a raw log of data that allows verifying if agents are in adherence with their schedules.

Usage

Specify adherence as report type in the Explore API request path: /data/reports/adherence/jobs.

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WFM Schedule Adherence Report metrics

Report Example

Agent Name,Agent Email,Agent Ring Groups,Team Name,Account Time Zone,Reference Date,Adherence Event Start Time,Adherence Event End Time,Adherence Event Duration,Adherence Status,Shift Status,Scheduled Event Name,Scheduled Event Pay Status
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-08 05:00:00,2022-01-08 05:00:00,2022-01-08 09:00:00,14400,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-05 00:00:00,2022-01-05 05:00:00,2022-01-05 08:00:00,10800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-10 12:00:00,2022-01-10 12:00:00,2022-01-10 13:00:00,3600,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-08 21:00:00,2022-01-08 21:00:00,2022-01-08 23:00:00,7200,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-11 00:00:00,2022-01-11 01:00:00,2022-01-11 04:00:00,10800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-04 00:00:00,2022-01-04 00:00:00,2022-01-04 04:00:00,14400,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-06 00:00:00,2022-01-06 00:00:00,2022-01-06 04:00:00,14400,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-13 00:00:00,2022-01-13 00:00:00,2022-01-13 05:00:00,18000,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-15 12:00:00,2022-01-15 12:00:00,2022-01-15 19:00:00,25200,Deviated,On Shift,Available for all channels,Paid
Olga,[email protected],"[""agents""]",,Lisbon,2022-01-14 10:00:00,2022-01-14 10:00:00,2022-01-14 18:00:00,28800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-04 00:00:00,2022-01-04 05:00:00,2022-01-04 08:00:00,10800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",[email protected],"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-11 00:00:00,2022-01-11 05:00:00,2022-01-11 08:00:00,10800,Deviated,On Shift,Available for all channels,Paid
Lemos,[email protected],"[""lemos"",""billing_deff"",""nunes"",""queuetest"",""aaaa"",""bbb""]",The Muses,Lisbon,2022-01-15 12:00:00,2022-01-15 12:00:00,2022-01-15 17:00:00,18000,Aligned,On Shift,Available for all channels,Paid

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Data and Report Availability

Up to a month of data per request via the Explore API for DRAFT edition only. There is a limit of 90 days back of data available. The data becomes available as soon each agent presence is closed (agent status transaction occurs). The report doesn't show any adherence data related to ongoing presence status, i.e., presence that started but has not ended yet.

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WFM Schedule Adherence Report @ Explore API vs @ Reporting API - Data Availability and Data Freshness

Regarding data freshness, there is no difference between the Explore API and Reporting API. Both share the same assumptions of data and report availability.

Report Limitations

  • Some fields are not immutable and can change over time:
    • Account Timezone.
    • Agent Email.
  • Dates and hours appear in UTC only.
  • Changes in the configuration of event types (for example, changing expected agent status) are not automatically reflected in adherence report (up to an hour gap).
  • If scheduling data is updated in the past, those changes will not be reflected on the report. Example:
    1 - An adherence record is saved from 2022-01-22 10:00 to 2022-01-22 14:00 with certain parameters. Some of them are related with scheduling data, for example: the start and end dates. Assume that 2022-01-22 10:00 is the value that is configured on the schedule. When checking the report, that value will be present.
    2 - On the next day (2022-01-23), someone changes the schedule start time to 10:30 from a schedule that had already occurred in the past. Instead of 2022-01-22 10:00, you now have 2022-01-22 10:30. This change will not be reflected on adherence data that was already calculated (step 1). When checking the report again, the value will still be 2022-01-22 10:00.

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