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The Agent Schedules report provides all the details of the agent schedules created. You can filter the schedules based on the Type - such as Agent by Month, Date Range by Schedule, and Master Schedule. You can also select the month for which you want to generate the report of schedules created. 

You can generate schedule reports for the schedules created, time off categories created, or schedules mapped to different agents.

To access Agent Schedules, navigate to the WFO tab and click Workforce Management > Reporting > Agent Schedules.

Generating Agent Schedules Report

To generate Agent Schedules Report:

  1. Navigate to WFO > Workforce Management > Reporting > Agent Schedules.
  2. Select the type of report using the Type drop-down. Choose between Agent by Month, Date Range by Schedule, or Master Schedule.
  3. Select Month from the drop-down.
  4. Select the format in which you want to generate the report. In the Export as field, select CSV, Excel, or PDF.
  5. Select the Include assignment comments check box to include comments in the report.
  6. To generate a report for schedules, in the Schedules tab:
    1. Enter the Schedule name.
    2. Select Call center from the drop-down.
    3. Select Area from the drop-down.
    4. Click the Not published schedules check box to include the unpublished schedules in the report.
    5. You can also select the schedules from the Schedules available list and move to the Schedules to report.
  7. To generate a report for time off categories, in the Time Off Categories tab:
    1. Specify the Time off name.
    2. You can also select the time off categories from the Time off available list and move to the Time off to report list.
  8. To generate a report for agents, in the Agents tab:
    1. Specify the Agent name.
    2. Select Call center from the drop-down.
    3. Select Agent team from the drop-down.
    4. Select Agent skill from the drop-down.
    5. Click the Inactive agents check box to include inactive agents in the report.
    6. Click the Not scheduled check box to include unscheduled agents in the report.
    7. You can also select agents from the  Agents available list and move to the Agents to report list.
  9. Click to download the report in the selected format.
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