Currently on Zendesk WFM the way to track the overtime on our agents is:
Sum of time of clock-outs that occur outside of scheduled hours
However, if agents take extra hours it won't be easily verifiable for our WFM team if those extra hours were previously approved or not (considering that agents work from home).
What I am currently doing is that we extend the shift of the agents using a general task called ‘Emails OT’ that adheres to the ‘Email’ workstream, so it won't affect our agents' adherence metric, this way we can easily download the time for overtime historically on our reports.
However, it affects the way we can easily track our Email coverage when we check the staffing charts on the ‘schedule’ site (check you check it in daily level). Because the staffing chats uses workstreams to track how good or bad we are staffed for the day and not "general tasks".
Is there any other way that we can easily track overtime and at the same time it would be easier to download the historical hours of overtime via reports?
To better track approved overtime in Zendesk WFM without losing visibility in staffing charts, it’s best to log overtime hours within a dedicated overtime workstream or as a specific activity code under the regular workstream rather than using general tasks. This approach ensures overtime counts toward real-time staffing coverage and can be easily filtered in reports. Additionally, formally extending shifts to include approved overtime or using tags to mark approval status helps maintain accurate scheduling and facilitates historical tracking. Incorporating overtime into structured workstreams keeps both adherence metrics and coverage reporting aligned, improving oversight for the WFM team.