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Note: WFM performance and leaderboards are currently in an early access program (EAP). You can sign up for the EAP here.

Zendesk Workforce Management (WFM) performance boards help agents, managers, and admins monitor key metrics relevant to their teams. Leaderboards, which are associated with performance boards, provide a clear way to compare team performance.

By creating and assigning performance boards to teams, managers ensure that agents have access to the metrics that matter most to their roles. This visibility helps agents understand their individual contributions and overall team performance.

This article contains the following topics:
  • About performance and leaderboards
  • Accessing performance boards
  • Creating a performance board
  • Viewing and managing performance boards
  • Using performance and leaderboards as an agent

About performance and leaderboards

Performance boards are collections of metrics that managers or admins can create and assign to specific teams. These boards function as focused reports, displaying only the metrics relevant to each team. For example, you can create a performance board for your Tier 1 Support team to track specific metrics such as response time or resolution rate.

You can make performance boards visible to agents on the associated teams. This allows agents to track their progress and performance on key metrics without having to request updates.

Leaderboards can also be configured so you can view how teams or agents are performing in relation to each other. Like performance boards, you can make leaderboards visible to agents so that they can compare their performance in relation to their teammates.

Accessing performance boards

You can access performance boards directly from the agent folder in Zendesk WFM.

To access performance boards

  • In Zendesk WFM, hover over the agent folder () in the navigation bar, then select Performance boards.

Creating or editing a custom WFM role with performance board permission

By default, all users assigned to the standard WFM admin role have access to performance boards. You can create or edit a custom WFM role with permission to access performance boards. For example, you may want to give your managers access so that they can create and manage their teams' performance boards.

To create or edit a custom WFM role with performance board permission
  1. Create a new custom WFM role or edit an existing custom role.
  2. In the Reporting section, select the Performance boards permission.

  3. Click Save.

Creating a performance board

You must be an admin or manager with permission to create a performance board. When creating a performance board, you can choose to make it visible to agents and optionally set up an associated leaderboard.

To create a performance board

  1. Access the Performance boards page.
  2. Click the Create performance board (+) button.

  3. Set up your performance board by entering the following details:
    • Name your board (must be unique)
    • Select relevant Metrics (rate, time, or points)
    • Set Goals (daily, weekly, or monthly)
    • Select Agent visibility settings

      If you select Show performance board, then agents in the teams associated with the board can view it from their schedule in Support.

  4. Click Next.
  5. Optionally, Turn on the leaderboard.

    If you turn on the leaderboard, select the Default metric and Agent visibility settings.

    If you select Show leaderboard, then agents in the teams associated with the board can view it from their schedule in Support and compare their performance with their teammates.

  6. Click Next.
  7. Choose which teams the board applies to. Only one board can apply per team; however, multiple teams can be associated with a board.

  8. Click Create.

Viewing and managing performance boards

After creating a performance board, you can view its details, update settings, or manage assigned teams as needed.

To view and manage performance boards

  1. Access the Performance boards page.
  2. Select a board and take any of the following actions:
    • Use the date picker to view the board by day, week, or month. You can also select a specific date to view from the calendar.
    • Filter the board by team or all agents.
    • Search for an agent by name or email.
    • If there's an associated leaderboard, select its menu and choose which metric to filter the agents in the leaderboard by.
    • To manage the board's settings, click Edit performance board.

      Edit the board as needed, then click Save.

Using performance and leaderboards as an agent

If activated by an admin or manager, you can view performance and leaderboards assigned to your teams from your agent schedule in Zendesk Support.

To access performance and leaderboards as an agent

  1. In Support, open your agent schedule.
  2. Click the Performance board tab.

    The board opens on the current date and displays your performance compared to the metrics your manager is measuring.

    You can use the date picker to view the board by day, week, or month. You can also select a specific date to view from the calendar.

  3. If you belong to multiple teams, use the menu to choose which team's board to display.

    Not every team is associated with a performance board.

  4. If the performance board you're viewing has an associated leaderboard, it appears on the left.

    Use the leaderboard to compare your performance to your teammates'. You can use the menu to choose which metric to filter the leaderboard by.

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