Punctuality metrics are essential for our business. We have a distributed team across time zones, so it's essential for us to know when people are actually starting work. clock-ins and outs in our HR software is not enough and does not actually show this. Every minute an agent is late to a live channel in the morning or leaves early impacts our capacity and ability to keep up with our customer demand. We need the following punctuality metrics to be available:

This data should be available historically across any timeframe. It would be helpful to see averages per timeframe. For example, avg late starts per week or per month for an agent or a team. Or avg. start time variance in a given timeframe, which would show the average time in minutes that an agent or a team is late or leaves early.

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

Being able to track on a report the tardiness would be operationally efficient and help on the daily tasks. The report would need to show the difference between the scheduled beginning of the shift vs the actual start or login time.

+1!!