About workforce management dashboards

What's my plan?

Workforce management (WFM) dashboards give you a quick visual overview of how your team or organization is performing. You can customize your organization’s dashboards to focus on the metrics and performance indicators that are most relevant to your organization.

You must be a WFM admin to access dashboards.

This article contains the following sections:

• Understanding WFM dashboards
• Accessing WFM dashboards

Related articles

• Creating and editing workforce management dashboards

Understanding WFM dashboards

Workforce management dashboards offer a quick visual overview of performance in real time. In contrast to Zendesk Explore dashboards, which show real-time ticket and channel-specific data, WFM dashboards show you how your team is handling their workload at the moment.

Information on dashboards is updated in real-time, with the data from your Zendesk account refreshing approximately every 30 seconds.

You can create up to 10 dashboards. Customize them by adding dashboard widgets and selecting metrics to measure your team's performance against.

Dashboard widgets

WFM dashboards are composed of widgets, which are the building blocks you create to customize your organization’s dashboards. Dashboards can include up to 12 widgets.

Your widgets can include certain point and rate and time metrics, as well as dashboard specific metrics. When creating a widget, you’ll select a metric, which workstream to show data from, and choose a layout in which to display that data. The options for a metrics widget varies depending on which metric you select.

The Agents widget is being discontinued. View the Agent status page to see what your agents are working on in real time.

Who uses dashboards

Dashboards are used by different users in different ways for views that are relevant to their roles. When you first create your organization’s dashboards, it’s recommended that you align with other stakeholders on the metrics and performance indicators that should be included on your dashboards.

For example, managers may use dashboards to monitor how well their teams are handling their workload. You could also add a widget with the Inbound volume & forecast metric to monitor how your current volume matches the forecasted volume.

Accessing WFM dashboards

You must be a WFM admin to access dashboards.

To access WFM dashboards

1. Sign in to your WFM account.
2. Click the Dashboards () icon.

   If you haven’t created any dashboards yet, the page opens in edit mode. Learn how to create a dashboard.

3. To switch between dashboards, click the menu and select the dashboard you want to view.

   

   See Editing WFM dashboards to make changes to your existing dashboards.