Shift reports
Shift reports in Puzzel WFM gives a summary of shift times and activities performed by each agent. You can create a report based on a Campaign, Team or an individual agent. There are three standard shift reports available as listed below:
- Shift Hours Report
- Shift & Activity Summary report
- Activity Summary report
Shift Hours Report
This report gives a detailed summary of total number of hours worked by each agent less the unpaid hours [ lunch break etc]. You can also generate this report for all agents involved in a campaign or for an individual agent.
Shift & Activity Summary Report
This is a summary report about the total hours worked by an agent and the time spent on other activities such as lunch and break times. It also lists the number of days of absence for each individual if any. You can also toggle the Aggregate button to generate the report that derives the summary of each agent over a certain period of time.
Activity Summary Report
This is a summary report of the activities performed by an agent when not on a call, for example lunch or break times. In essence, this report is a subset of the above reprot.
