Creating and editing workforce management dashboards

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

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

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
Average first solved time	Average first solved time is the average duration it takes for a ticket to be solved for the first time after its creation. This metric is calculated by measuring the time difference between when a ticket is created and the first time it is marked as solved, then averaging this value across all tickets that have been solved.
Average complete resolution time	Average complete resolution time is a metric that measures the average amount of time it takes for a support agent to fully resolve a ticket, from its creation 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's calculated as the time elapsed between the ticket’s creation and the first change in the ticket’s group or assignee.
Tickets received	Tickets received refers to the number of tickets assigned to an agent. This includes tickets the agent assigns to themselves, tickets assigned by others, and tickets assigned through automation or routing.
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.