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Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM)

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As a WFM admin, you can create and edit up to 10 workforce management dashboards to monitor team performance. Add up to 12 widgets per dashboard to display key metrics like resolution rate, first response time, and ticket reopen rate. Customize dashboards by rearranging widgets and editing names to align with your organization's goals.

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 to include.

To create a WFM dashboard

  1. In Workforce management, click Dashboards in the top bar.
  2. Click the dashboards menu, then 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. See 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. In Workforce management, click Dashboards in the top bar.
  2. 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 plus sign (+).

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

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

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

  6. Click Add.
  7. Continue to add additional widgets as needed.
  8. To rearrange how the widgets appear on your dashboard, click a widget and drag it to the desired location.
  9. 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.

WFM dashboard-specific metrics

Most dashboard metrics are sourced from Explore datasets and are not directly measured by Zendesk WFM.

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 are reopened after being marked as solved.

Formula: Reopened Tickets / Solved Tickets x 100
Assigned points Assigned points refers to the number of tickets assigned to an agent. An agent receives an Assigned point when a ticket is assigned to them in any of the following ways: the agent assigns the ticket to themselves, another person assigns the ticket to the agent, or an automation or routing rule assigns the ticket to the agent. Note that An agent can receive only one Assigned point per ticket, regardless of how many times the ticket is assigned to them.
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