Structured data can be obtained from WFM at Explore. WFM has three types of reports: Schedules, Forecast, and Adherence. Keep in mind that to access WFM reports, it is necessary to have the Business Intelligence (Explore) license.
- WFM Custom Schedules
- WFM Default Team Schedules
- WFM Team Schedules via API
- WFM Forecast
- WFM Custom Schedule Adherence
- WFM Default Schedule Adherence
- WFM Schedule Adherence via API
- Schedule Change History
- Shrinkage Report
- Forecast Accuracy Report
- WFM Adherence Percentage Report
- WFM Over/Under Report
WFM Custom Schedules
The WFM Schedules Report is a custom report that allows you to customize the chosen fields (also known as dimensions) and metrics (also known as measures) to track how agents are scheduled to different types of events.
Data such as agent information (agent name, assigned team, assigned queues), schedule information (event details, event create and update time) can be found in the report.
The dataset refreshes every hour to ensure the latest schedules are captured, including any changes made to schedules within the past 90 days. However, schedule changes made beyond the 90-day window won't be reflected in the dataset.
Important Note: From March 29th, 2024, onward, the dataset shows only unique events. For data before this date, you may encounter multiple versions of events for the same day.
It’s possible to retrieve data regarding schedules in the WFM Schedules Report, such as events, start time, duration, and paid status. This data is synchronized at least daily and contains multiple versions of the same day.
To get started, choose the Explore tab, click Create, and select Report.
From the drop-down menu that appears, select WFM Schedules.
To know more about the available fields in this report, see WFM Schedules in the Data Dictionary.
WFM Default Team Schedules
The WFM Team Schedules Report is a default report with predefined fields. It is possible to retrieve data regarding how agents are scheduled to different types of events.
Data such as agent information (agent name, assigned team, assigned queues), schedule information (event details, event create and update time) can be found in the report. To know more about the available fields in this report, see WFM Default Team Schedules Report in the data dictionary.
The report refreshes every hour to ensure the latest schedules are captured, including any changes made to schedules within the past 90 days. However, schedule changes made beyond the 90-day window won't be reflected in the report.
From March 29th, 2024, onward, the report shows only unique events. For data before this date, you may encounter multiple versions of events for the same day.
To access the default report, navigate to Explore [1], In the dropdown choose “Default Reports” [2], and then select WFM Team Schedules [3].
WFM Team Schedules via API
It is also possible to access the default schedule report via API. This way, schedule data can be used by 3rd party systems.
You can access this report via Explore API, an asynchronous API that allows you to request and download historical data reports. All the details of this API can be found in the WFM Team Schedules Report.
To know more about the available fields, see WFM Default Team Schedules Report in the Data Dictionary.
WFM Forecast
With the WFM Forecast report, it is possible to retrieve data regarding forecasts, such as CVO, AHT or staffing. With this data, you can create a report or dashboard, save it, and export it as a CSV file.
To know more about each field, see WFM Timeseries.
To get started, choose the Explore tab, click Create, and select Report.
From the drop-down menu that appears, select your desired dataset (e.g., WFM Timelines).
WFM Custom Schedule Adherence
The WFM Schedule Adherence Report is a custom report that allows you to customize the chosen fields (also known as dimensions) and metrics (also known as measures) to calculate how agents are adhering to their schedules.
Data such as schedule information (event details), agent status (expected versus actual), adherence details (aligned/in adherence, deviated/out of adherence), as well as adherence percentage can be found in this report.
To know more about the available fields and measures in this report, see WFM Custom Adherence Report in the Data Dictionary.
Records of adherence data are displayed starting from December 16th, 2021. Currently, 3 months of historical data are available, which will soon be extended to a minimum period of 12 months. This data is synchronized every time an agent changes his or her status.
Notes:
- Dates and hours in the report appear in UTC.
- Adherence data is calculated on the basis of the draft edition of the calendar.
- If the scheduling data in the past is updated/deleted, it will not be reflected in the report immediately (to be implemented within 3 to 6 months).
- Changes in the mapping between event types and expected agent status take 1 hour to be reflected in Adherence Reports.
To get started, choose the Explore tab, click Create, and select Report.
Select the WFM Schedule Adherence dataset from the drop-down menu.
WFM Default Schedule Adherence
The WFM Schedule Adherence Report is a default report with predefined fields. It is possible to retrieve data regarding how agents are adhering to their schedules in this report.
Data such as schedule information (event details), agent status (expected versus actual), and adherence details (aligned/in adherence, deviated/out of adherence) can be found in this report.
To know more about the available fields in this report, see WFM Default Adherence Report in the data dictionary.
Records of adherence data are displayed starting from December 16th, 2021. Currently, 3 months of historical data are available, which will soon be extended to a minimum period of 12 months. This data is synchronized every time an agent changes his or her status.
Notes:
- Dates and hours in the report appear in UTC.
- Adherence data is calculated on the basis of the draft edition of the calendar.
- If the scheduling data in the past is updated/deleted, it will not be reflected in the report immediately (to be implemented within 3 to 6 months).
- Changes in the mapping between event types and expected agent status take 1 hour to be reflected in the Adherence Reports.
To access this custom report, navigate to Explore. Use the “Default Reports” filter, and then scroll the list pages to find and select WFM Schedule Adherence.
WFM Schedule Adherence via API
It is also possible to access the default schedule adherence report via API. This way, adherence data can be used by 3rd party systems.
You can access this report via the Explore API, an asynchronous API that allows you to request and download historical data reports, such as the WFM Schedule Adherence default report.
Creating this report provides external APIs of 3rd party systems access to WFM Adherence data, allowing them to extract it programmatically at a user-defined frequency. All the details of this API can be found in the WFM Schedule Adherence Report.
To know more about the available fields, see the WFM Default Adherence Report in the Data Dictionary.
Schedule Change History
Overview
Schedule Change History provides resource planners and supervisors with a comprehensive audit trail of all modifications applied to agent schedules. This functionality enables you to monitor which staff members had their shifts, breaks, absences, or meetings created, adjusted, or removed. Information regarding the individual who initiated the change, the precise timing, and the details of the modification can be accessed through the Explore (Looker) interface within WFM Reports.
What Gets Tracked
Each schedule event mutation captured in the Schedule Change History includes several key dimensions:
| Field | Description |
|---|---|
| Agent | The specific agent associated with the modified schedule. |
| Action | Categorization of change: create, update, or delete. |
| Event Type | The category of schedule item (e.g., Shift, Break, Time Off, Meeting, Block). |
| Start / End Time | The chronological boundaries of the affected event. |
| Operator | Identity of the author (Agent, Supervisor, or System for automated tasks). |
| Team | The organizational group assigned to the agent. |
| Queue(s) | Target queues assigned to the agent. |
| Timestamp | The exact date and time the change occurred. |
Shrinkage Report
The Shrinkage Report provides a granular analysis of actual shrinkage metrics organized by agent, queue, 15-minute interval, and classification, facilitating accurate resource planning by detailing how scheduled time was utilized or lost. To launch the report, navigate to the Explore section and select Reports from the menu.
Navigate to the Explore section, select Reports, and identify the Shrinkage Report from the list to launch it.
| Field | Description |
|---|---|
| Account ID | Unique reference for the WFM account. |
| Agent ID | An identifier assigned specifically to each agent. |
| Queue ID | System identifier for the queue. |
| Queue Name | Visible label naming the queue. |
| Interval Start | The beginning of the fifteen-minute segment, in the account's local time. |
| Category | Classification of the shrinkage event (e.g., meetings, time off). |
| Is Planned | Boolean indicating if the activity was scheduled beforehand. |
| Is External | Used by customers to specifiy if this event shrinkage should is for an in-office event or an out-of-office event. Such as Time Off, or PTO |
| Allocated Shrinkage Seconds | Total duration of shrinkage for the agent during the interval. |
| Allocated Scheduled Seconds | Total time the agent was assigned to work in this segment. |
| Partition Date | Non-operational date key (YYYYMMDD) used for backend data organization. |
Forecast Accuracy Report
The Forecast Accuracy Report provides a comparative analysis of projected versus actual metrics, assessing how precisely Contact Volume (CVO) and Average Handle Time (AHT) predictions align with realized performance. This report is essential for identifying specific queues or intervals requiring forecast optimization, with the standard observation window capturing the previous 30-day period.
| Forecast Accuracy | |||
|---|---|---|---|
| Field | Description | Type | Format |
| Account ID | Identifier for the Talkdesk account. | String | - |
| Queue ID | Unique identifier for the queue or ring group. | String | - |
| Queue Name | Display label for the queue. | String | - |
| Generation Type | Specifies if the forecast was automated or manually adjusted. | String | - |
| Interval Start Minute 15 | Chronological start of the reporting interval. | Date Time | yyyy-mm-dd hh:mm:ss |
| Forecasted Contact Volume | Projected volume of interactions (calls, emails, or chats) for the period. | Number | - |
| Actual Contact Volume | Observed historical total of interactions recorded during the interval. | Number | - |
| CVO - Absolute Deviation | Numerical variance between actual and forecasted volume [ABS(Actual - Forecast)]. | Number | - |
| CVO - % Deviation | Proportional variance relative to the forecast volume. | Number | - |
| Forecasted Handle Time | Projected average duration for contact processing. | Duration (sec) | 0 |
| Actual Handle Time | Observed average contact duration, including wrap-up for voice. | Duration (sec) | 0 |
| AHT - Absolute Deviation | Net difference between actual and forecasted AHT. | Duration (sec) | 0 |
| AHT - % Deviation | Percentage variance relative to forecasted handle time. | Number | - |
WFM Adherence Percentage Report
The Adherence Percentage Report is a default report that provides Adherence % by agent, with filters for agent and team. It gives Resource Planners and Supervisors a ready-to-use view into schedule adherence without needing to build a custom report from scratch.
| Field | Description |
| Agent | The specific agent associated with the adherence record. |
| Team | The organizational group assigned to the agent. |
| Adherence % | Percentage of scheduled time the agent spent in an adherent state. |
| Date / Interval | The date (and interval, where applicable) the adherence value was calculated for. |
To access this report, navigate to Explore, select Reports from the menu, and identify the Adherence Percentage Report from the list to launch it.
WFM Over/Under Report
The Over/Under Report is a default report that shows the variance between required and predicted staffing for each interval, making it easy to spot over- or under-staffed periods at a glance. The report is available alongside the other default WFM reports in Explore.
| Field | Description |
| Interval | The beginning of the reporting interval, in the account's local time. |
| Queue Name | Visible label naming the queue. |
| Predicted Staffing | Number of agents predicted/scheduled to be staffed during the interval. |
| Required Staffing | Number of agents required to meet the service level goal for the interval. |
| Over/Under | Predicted Staffing minus Required Staffing — a negative value means the interval is understaffed, positive means overstaffed. |
To access this report, navigate to Explore, select Reports from the menu, and identify the Over/Under Report from the list to launch it.