Performance boardsare 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. Leaderboards can also be configured so you can view how teams or agents are performing in relation to each other.

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Create a performance board to track team metrics and set goals. As an admin or manager, you can customize boards with specific metrics, goals, and visibility settings. Optionally, enable leaderboards for agents to compare performance. Assign boards to teams, ensuring each team has one board, while multiple teams can share a board. This feature enhances performance tracking and team management.

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. Leaderboards can also be configured so you can view how teams or agents are performing in relation to each other.

The leaderboard displays the top 10 agents. The agent checking the performance board appears in the tenth position unless they're already in one of the top ten positions.

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. In Workforce management, click Monitoring in the sidebar, then select Performance boards.
  2. Click the plus sign (+) next to Performance boards.

  3. Set up your performance board by entering the following details:
    • Name: Enter a unique name for the board.
    • Metrics: Select relevant rate, time, or points metrics.
    • Goals: Set daily, weekly, or monthly goals.
    • 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. (Optional) Select Turn on leaderboard to see agent rankings based on performance board metrics.

    If you turn on the leaderboard, select the initial metric agents will see under Default metric.

    Under Agent visibility settings, select Show leaderboard, to let agents in the teams associated with the board view it from their schedule in Support and compare their performance with 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.
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