Beyond Adherence: Reporting on Your Schedule Data
Once your schedules are in Qvasa, they're data like any other: every dashboard can count who was scheduled, on what, for how long, and set it against what happened in Zendesk. Adherence is one answer (see Schedule Adherence in Qvasa: Three Ways to Measure It). This article covers the rest: staffing against the plan, scheduled time as columns, and your own measures built from them.
Before you start
Schedules in Qvasa, and your schedule codes set up: their channels, categories and adhering statuses decide what most of these widgets count (see Set Up Your Schedule Codes for Adherence).
The widgets are in the widget picker under WFM Agent Metrics, WFM Coverage Staffing and WFM Channel Coverage. Search the picker for "scheduled" or "coverage".
1. Staffing against the plan
These answer "do we have the people we planned, where we planned them?":
Total Scheduled Agents and Scheduled Messaging / Talk / Email Agents Online: how many agents are scheduled right now, in all and per channel. Their Average versions give the average over a window you set, the next hour by default, so you can see the coming hour's staffing.
Scheduled … Agents Not Online: how many agents are scheduled on a channel but aren't on it. The number to act on during the day; click it to see who.
Messaging / Talk / Email Online Rate: agents online on a channel divided by agents scheduled for it. It can go over 100% when more agents are online than planned.
Coverage charts (WFM Coverage Staffing): scheduled, actual and productive agents over time, for all channels or one. Put scheduled and actual on one combined chart to see the gaps through the day.
Channel coverage donuts (WFM Channel Coverage): Scheduled Online, Actually Online, the coverage gap, Current Adherence and Adherence over the date range, split by channel. Each also works as a column in the Zendesk channels table.
For the same picture without building a dashboard, use the Coverage section of Scheduling > Schedule (see The Schedule Page). To compare against the staffing you need rather than the staffing you scheduled, see Staffing Requirements.
2. Scheduled time as agents table columns
Add these to an agents table, or chart them by agent:
Total Scheduled Time: every block on the agent's schedule in the date range.
Total Scheduled Messaging / Talk / Email Online Time: scheduled time on codes that expect that channel.
Scheduled Time in a code: pick one code, such as Lunch or Training, and get the time scheduled on it. The column is named after the code, for example Lunch Scheduled Time.
Adhering time for the two unified status adherence metrics: how long the agent spent doing what their schedule said.
Next to these, the agents table already has time in each Zendesk status (for statuses offered as a Table column on Zendesk Agent Statuses) and in each status collection. Scheduled time and actual time side by side is where your own measures come from.
3. Build your own measures with formulas
A formula column does arithmetic across a row's columns, so any of the columns above can be a numerator or a denominator. How to write one is in Status Collections and Formula Columns. Some that scheduled time makes possible:
Measure | Formula (column names) |
Time off schedule | Total Scheduled Time − Unified Status Schedule Adhering Time |
Lunch overrun | MAX(time in the Lunch status − Lunch Scheduled Time, 0) |
Share of the schedule in training | Training Scheduled Time ÷ Total Scheduled Time |
Off-queue share (a simple shrinkage figure) | (Break + Lunch + Training + Meeting Scheduled Time) ÷ Total Scheduled Time |
Channel time against plan | Time online on Messaging ÷ Total Scheduled Messaging Online Time |
A formula column can be charted like any other column, used in a format rule to color the cells that need attention, and rolled up into a totals row.
4. The schedule itself on a dashboard
Timeline widget: the Scheduled activities by agent lane draws each agent's schedule beside their statuses and work, on any dashboard (see Timeline Widget).
WFM Schedule Records table (configurable table, under WFM Scheduling): one row per scheduled block, with its agent, code and times, to filter and export.
Agent scorecards: schedule adherence can be a section of an agent's scorecard, weighted beside quality and productivity.
Alerts: like any quick stat, Scheduled … Agents Not Online or Live Schedule Adherence can raise an alert when it crosses a threshold (see Dashboard alerts).
Troubleshooting
The WFM widgets aren't in the picker. Scheduling isn't switched on for your account yet. Contact us.
Scheduled online time is zero for a channel. No code expects that channel. Switch it on under Expected online on on Activities.
A code isn't offered for Scheduled Time in a code. Codes come from your WFM tool; a code it has never sent isn't there yet.
A formula shows nothing for some agents. A column with no data for an agent is blank; wrap the formula in IFERROR or test with ISBLANK.