Allow the ability to show if agents started working late or stopped working early via one of the reports | Workforce Management

Allow the ability to show if agents started working late or stopped working early via one of the reports

Zachary Winans

Details included should be:
• Agent name
• Scheduled start time
• Actual start time
• # of minutes accrued of late time
• Scheduled stop time
• Actual stop time
• # of minutes accrued of leave early time

January 5, 2024

Maroon Viper

Nice to have:
• A setting that allows us to define which actual state or task is considered a true start and end time. For example, I would not want "Online (not in Zendesk)" to trigger an actual start time. Only manual tasks or an online state should trigger this. 
• The ability to exempt late starts and early stops (sometimes, if we are slow, we allow them to leave early).
• # of exemptions
• # of late starts this week
• # of late starts this month
• # of early outs this week
• # of early outs this month