Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
What comes as standard in Zendesk WFM reporting, and when to build your own. Start with the standard ones.
What is there already
- Forecast against actual.
- Coverage against requirement.
- Adherence, by team and by person.
- Time by activity, which gives you shrinkage.
- Attendance.
Between them they answer most workforce questions without any building.
Read them before building anything
Most requests for a custom report are already answered by a standard one. Half an hour reading through is the cheapest reporting work available.
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, do not edit
The standard templates are the reference point. Copy one 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
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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