Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
Three system reports come as standard. Between them they answer most workforce questions without any building.
| System report | What it answers |
| Agent attendance | Occupancy rate, attendance as duration and rate, late, left early, overtime, scheduled time and total time. |
| Agent activity | Adherence rate, paid time, paid and unpaid general task time, and the ticket points: assigned, attended, solved, reopened, escalated. |
| Time off | Approved, planned and unplanned time off as durations and counts, plus billable hours: the paid hours lost to time off, after unpaid activities in the same window are taken off. It is about your payroll, not about invoicing a customer. |
Two things they do not cover
Forecast against actual is not a report. The Forecast page shows the inbound volume chart with the point where history ends, so you compare there instead.
Coverage against requirement is not a report either. The Required staffing chart gives you the requirement; you compare it with what you scheduled.
Both are worth doing, and both are looking rather than running a report. Knowing that saves searching the report list for something that was never in it.
Read them before building anything
Most requests for a custom report are already answered by a system one. Half an hour reading through is the cheapest reporting work available, and it also shows you how the measures are defined, which matters more than it sounds.
When a custom report is warranted
- A definition your organisation uses that differs from the standard one.
- A grouping specific to how you are structured.
- A regular figure for somebody outside the team.
Clone rather than edit: copy a system report and adjust the copy, so the original stays available for comparison and for whoever comes next.
Write down the definition
A custom report encodes a decision about what a word means here. In a year the formula will be readable and the reasoning will not, and somebody will change it.
Keep the number small, too. Reports proliferate, and near-identical ones give slightly different answers to the same question. Then nobody knows which is authoritative, which is worse than having fewer.
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