Creating and editing workforce management dashboards

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Workforce management (WFM) dashboards give you a quick visual overview of how your team or organization is performing. You can create and edit 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:

• Creating WFM dashboards
• Adding widgets to WFM dashboards
• Editing WFM dashboards
• WFM dashboard-specific metrics

Related articles

• About workforce management dashboards

Creating WFM dashboards

You can create up to 10 dashboards for your organization. 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.

To create a WFM dashboard

1. Sign in to your WFM account, then click the Dashboards () icon.
2. Click the dashboards menu, the select + Create dashboard.

   

3. Enter a Dashboard name and click Create dashboard.

   Next, add widgets to your new dashboard.

Adding widgets to WFM dashboards

Widgets are the building blocks that make up dashboards. They display the metrics that you choose in layouts that you select. Learn more about dashboard widgets.

You can add widgets to new and existing dashboards. Each dashboard can have up to 12 widgets.

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

To add a widget to a WFM dashboard

1. To add a widget to a new dashboard or a dashboard without any widgets, click Add your first widget.

   To add another widget to an existing dashboard, click the Customize dashboard icon (), then click the + sign.

2. In the Add widget dialog, select a Metric.

   

   Note: Some metrics are specific to dashboards. See WFM dashboard-specific metrics.
3. Choose a Workstream.
4. Pick a Layout to display the data in.

   If you select one of the goal layouts, then enter the Goal values.

5. Click Add.
6. Continue to add additional widgets as needed.
7. To rearrange how the widgets appear on your dashboard, click a widget and drag it to the desired location.
8. Click Save layout.

Editing WFM dashboards

You can edit or delete your existing WFM dashboards.

To edit or delete a WFM dashboard

1. Click the Dashboards () icon, then select a dashboard.
2. To change the dashboard's name, click the gear () icon.

   Enter or edit the name, then click Done.

3. To delete a dashboard, click the gear () icon.

   Click Delete dashboard, then confirm that you want to delete it.

4. To edit or rearrange your widgets, click the Customize dashboard () icon. See Adding widgets to WFM dashboards for more information.

WFM dashboard-specific metrics

The following metrics are specific to WFM dashboards:

Metric	Definition
Resolution Rate	This metric is commonly used to understand the ratio of tickets being assigned to an agent compared to how many tickets an agent solved. Formula: Solved Tickets / Tickets Received x 100
Median First Response Time (FRT)	Median FRT represents the median time between when a ticket is initially created and when the first public reply is sent. Formula: Time of first public reply - Time ticket is created
First Assigned Time	The First Assigned Time is the time when a ticket is first assigned to an agent or a group. This metric is used to measure the efficiency of the ticket assignment process and to ensure that tickets are being assigned in a timely manner.
Ticket Reopen Rate	The reopened rate is a metric that measures the percentage of tickets that were reopened after being marked as solved. Formula: Reopened Tickets / Solved Tickets x 100
Average First Solved Time	The average first solved time is the average amount of time it takes for a ticket to be solved for the first time after it is created. This metric is calculated by taking the time difference between the creation of the ticket and the first time it is marked as solved, and then averaging this value across all tickets that have been solved.
Average Complete Resolution Time	The Average Complete Resolution Time is a metric used to measure the average amount of time it takes for a support agent to completely resolve a ticket, from the time it is created until it is marked as solved.
Escalation Time	Escalation Time is a metric that measures the time it takes for a ticket to be escalated to a higher level of support. It is calculated as the total time difference between the ticket's creation and the first instance of a group or assignee change event.
Tickets Received	Tickets received refer to the number of tickets that an agent has been assigned. This can include tickets that the agent assigns to themselves, tickets that are assigned to them by someone else, or tickets that are assigned to them via automation or routing.
Assigned Points	The Assigned Point is the number of tickets that an agent has been assigned. A Tickets Assigned point may be counted whether the agent assigns the ticket to themselves OR someone else assigns the ticket to them OR an automation/routing assigns the ticket to them. The agent can only receive one point per agent per ticket.