Announcing the general availability of WFM performance boards

Announced on | Rollout starts | Rollout ends
October 6, 2025 | October 6, 2025 | October 9, 2025

We're excited to announce the general availability (GA) of Zendesk Workforce Management (WFM) performance boards. Performance boards help you share important metrics with your agents.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Performance boards allow you to create sets of reporting metrics, define goals for them, and share them with your teams. When sharing is turned on, agents can see these boards in their WFM agent schedule and have a better understanding of how they're doing across those metrics.

If you'd like to foster some friendly competition, there’s also an option to turn on leaderboards for your performance boards. Leaderboards rank agents within a team based on the performance board metrics and the agents’ performance.

Why is Zendesk making this change?

Reporting on performance and the trends of the metrics that matter most to your organization is important for managers, team leads, and admins.

Agents doing the work should also have the agency to see how they're faring towards their objectives.

Performance boards give agents a way to check on their performance without having to ask their leads, which empowers them with the knowledge they need to see how they're doing, and makes performance management more transparent.

What do I need to do?

To make the most of these new features, we encourage you to explore the new dashboard builder and familiarize yourself with its functionalities. To learn more, see Understanding WFM performance and leaderboards.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.