Zoom Workforce Management Reports

The following sections outline different reports and data available within Zoom Workforce Management.

Real-Time Adherence Report

See the Supervisor Experience section for more information about this report.

Historical Adherence Report

Similar to the Real-Time Adherence report, the Historical Adherence Report provides a summary of agent adherence performance for a specific timeframe, with up to 30 days in a single report.

When viewing a historical report with multiple days, the report will first display the user’s average adherence for the specified timeframe; however, supervisors can extend the user’s average report and review their adherence for each day.

Refer to Zoom’s support center for more information on viewing the historical adherence report.

Schedule Activity Report

The Schedule Activity Report provides a detailed summary of scheduled agent Activities for both past and future dates, visualizing how much time each Activity is allotted each day. Supervisors can filter the report by individual or multiple agents, specific Activities, and Scheduling Groups to help ensure proper staffing and maintain service levels. This report can also be exported into a CSV, facilitating collaboration and thorough examination of work schedules, and enabling better resource management and planning.

Intraday Report

Administrators and supervisors can view an intraday report to compare a Schedule’s Forecast accuracy against a previous or current day’s engagement volume. This empowers supervisors to identify Forecast variances and make dynamic staffing decisions if a day’s engagement volume notably deviates from the Forecast.

Audit Logs

Zoom Workforce Management admins and supervisors with sufficient permissions can access the audit log report containing a robust list of actions taken by admins, supervisors, and users within the product. Users with access to the audit logs can filter the logs by date or by specific actions taken. Logs included within the report include: