WFM Reports

overview the workforce management (wfm) reports are custom built reports designed to assist contact center managers in monitoring agent productivity and optimizing staff scheduling these reports provide essential insights into agent activity patterns, helping improve forecasting accuracy , shift planning , and overall workforce efficiency unlike standard art reports, wfm reports are not available by default and must be deployed externally as part of a custom integration package available wfm reports the wfm report suite includes the following four custom reports report name description agent productivity inbound final header footer timestamp error fixed captures agent productivity metrics for inbound campaigns , including login time, talk time, idle time, and other key activity durations agent productivity outbound header footer timestamp error fixed tracks agent performance for outbound campaigns , highlighting calling activity, connect rates, and overall time utilization call activities inbound queue name not null provides detailed insights into inbound call activity , ensuring accurate queue level tracking where queue names are mandatory (not null) call activities outbound pixel end underscore logs outbound call activities with pixel level end tracking, ensuring precise data capture for call completion and disposition accuracy integration and setup to enable wfm reports within ameyo art, a wfm connector must be integrated with your existing art setup this connector allows art to export workforce data seamlessly to your wfm system for scheduling and forecasting purposes setup reference documents 📘 wfm connector integration with art releases detailed implementation guide for integrating wfm connector with art 🧩 wfm integration document step by step configuration and deployment instructions for specific environments key benefits enables data driven staff scheduling based on actual agent productivity trends provides accurate real time metrics for shift optimization and load balancing supports customizable data exports for integration with third party wfm tools improves forecast accuracy through detailed inbound/outbound call analytics