Default reports is the key to long-term agent attendance reports

Not only is this going to be a great feature long term (we have some fun default reports on our roadmap), but we started by populating your first default report with a banger: the (much anticipated) long-term Attendance report.

In Reports, under the Reports Templates, we’ve now broken down two options: Default reports and Custom reports.

The big difference is that your default reports can not be edited unless you duplicate them as Custom reports. That way, you will always have access to core reports that will have a direct impact, with the ability to duplicate them, and then adjust and customize as needed.

This is something that we are excited to enhance with more default reports in the future, but the real reason we’re buzzing about this functionality is the Agent attendance report that you can now access. This allows organizations to see their agent attendance for more than one day at a time.

What does this mean

• Default reports that give you prebuilt reports that can be duplicated into custom reports and edited as needed
• Custom reports allow you to create and manipulate reports as needed to account for your reporting needs

When you look into the Agent Attendance feature today, you’ll notice one big thing that’s both amazing and possibly limiting: it’s real-time and goes day by day.

Now, whenever you need to look at a few days, a week, or even longer, head into your Reports feature, click into the Agent attendance report under the Default reports heading, and adjust the date range to reflect the days you are looking for.

This is huge for managers and team leaders who want to see how many times their team members were late in the past week or two and highlight behaviors that they need to account for in scheduling—whether that be for folks who need some coaching or parents who need the flexibility to come in 10 minutes later to account for morning traffic getting their kids to school.

Check out the Agent Attendance default report in action

After you click into your Agent attendance default report, in Reports, you’ll see:

• Scheduled Time
• Total Time
• Attendance duration
• Occupancy
• Unpaid General Talk Time
• Late occurrences
• Late duration
• Left Early occurrences
• Left Early duration
• Overtime occurrences
• Overtime duration

All these metrics will be broken down by agent first and by day second, so you can easily see the totals per agent for the reporting period and click into the agent dropdown to see how this is broken down by day.

Now, if not all this information is relevant to you and your teams (or if you want to look at a smaller group of agents rather than everyone), all you need to do is click the three dots next to the Agent attendance report in the Default reports section and duplicate it.

The duplicated report will now show up in your Custom reports section titled “Agent attendance—copy”. Now click into that new Custom report, then click the pencil icon in the top right of the screen, and you can rename the report, adjust the metrics and parameters, and add any filters needed.

And just like that, you can now customize how you view your attendance reporting.