Viewing and editing WFM performance boards

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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Admins and managers can manage WFM performance boards to track and improve team performance. You can view and edit board settings, search for agents, and filter leaderboards by metrics. This helps in organizing and analyzing team data effectively, ensuring you can make informed decisions and optimize team performance without navigating complex steps.</p>
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<p class="p" dir="ltr">Performance boards are collections of metrics that function as focused reports,
displaying only the metrics relevant to each team. </p>
<p class="p" dir="ltr">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796075110426" target="_blank">creating a performance board</a> you can view its
details, update settings, or manage assigned teams as needed.</p>
<p class="p" dir="ltr">You must be an admin or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9099372358426-Understanding-WFM-performance-and-leaderboards-EAP#topic_yp4_1dt_rfc" target="_blank">manager with permission</a> to manage performance
boards. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic_sjx_ns2_m2c__ul_sjl_z2t_wgc">
<li class="li" dir="ltr"><a class="xref" href="#topic_tq4_bst_rfc">Accessing and managing WFM
performance boards</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_kjy_yht_wgc">Viewing and searching for
agents in WFM performance boards</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_sns_t3t_wgc">Filtering a WFM leaderboard
by metric</a></li>
<li class="li"><a class="xref" href="#topic_kvg_mjt_wgc">Editing WFM performance board
settings</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic_sjx_ns2_m2c__ul_tjl_z2t_wgc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9099372358426" target="_blank">About WFM performance and
leaderboards</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tq4_bst_rfc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing and managing WFM performance boards</h2>
<div class="body">
<p class="p">After creating a performance board, you can view its details, update settings, or
manage assigned teams as needed.</p>
<p class="p" dir="ltr"><strong class="ph b">To access and manage performance boards</strong></p>
<ol class="ol" id="topic_tq4_bst_rfc__ol_ow5_dnt_wgc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, hover over the agent folder (<img class="image" id="topic_tq4_bst_rfc__d8e2192" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Performance
boards</strong>.</span><p class="p"><img class="image img-screenshot" id="topic_tq4_bst_rfc__image_pw5_dnt_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_acccess.png" width="800"></p>
</li>
<li class="li">Select a board and take any of the following actions:<ul class="ul" id="topic_tq4_bst_rfc__ul_qw5_dnt_wgc">
<li class="li" dir="ltr">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.</li>
<li class="li" dir="ltr">
<a class="xref" href="#topic_kjy_yht_wgc">Filter the board
by team or all agents</a>.</li>
<li class="li" dir="ltr">
<a class="xref" href="#topic_kjy_yht_wgc">Search for an
agent by name or email</a>.</li>
<li class="li" dir="ltr">If there's an associated leaderboard, select its menu and
choose which metric to <a class="xref" href="#topic_sns_t3t_wgc">filter the agents in the leaderboard</a> by.</li>
<li class="li" dir="ltr">
<a class="xref" href="#topic_kvg_mjt_wgc">Edit the board's
settings</a>.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kjy_yht_wgc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing and searching for agents in WFM performance boards</h2>
<div class="body">
<p class="p" dir="ltr">When managing WFM performance boards, you can choose to view all agents or
display agents by team. You can also search the list of performance board agents by
name or email address.</p>
<p class="p" dir="ltr"><strong class="ph b">To view and search for team members in performance boards</strong></p>
<ol class="ol" id="topic_kjy_yht_wgc__ol_j4j_13t_wgc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, hover over the agent folder (<img class="image" id="topic_kjy_yht_wgc__d8e2192" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Performance
boards</strong>.</span></li>
<li class="li" dir="ltr">Select a board.</li>
<li class="li" dir="ltr">(Optional) The standard behavior is to display all agents, but you can
also view agents by team.<p class="p"><img class="image" id="topic_kjy_yht_wgc__image_lmp_j3t_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_view.png" width="400"></p>
</li>
<li class="li">Enter an agent’s name, partial name, or email address in the search
bar.<p class="p"><img class="image" id="topic_kjy_yht_wgc__image_kk4_p3t_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_search.png" width="200"></p>
</li>
</ol>
</div>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sns_t3t_wgc">
<h2 class="title topictitle2" id="ariaid-title4">Filtering a WFM leaderboard by metric</h2>
<div class="body">
<p class="p" dir="ltr">When viewing WFM leaderboards, you can choose to display only specific
metrics.</p>
<p class="p" dir="ltr"><strong class="ph b">To filter a WFM leaderboard by metric</strong></p>
<ol class="ol" id="topic_sns_t3t_wgc__ol_vn3_z3t_wgc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, hover over the agent folder (<img class="image" id="topic_sns_t3t_wgc__d8e2192" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Performance
boards</strong>.</span></li>
<li class="li" dir="ltr">Select a board.</li>
<li class="li">Click on the team or agent whose leaderboard results you want to view.</li>
<li class="li">Use the drop-down menu to select the metric you want to view.<p class="p"><img class="image" id="topic_sns_t3t_wgc__image_j3r_3jt_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_leaderboard_metrics.png" width="200"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_kvg_mjt_wgc">
<h2 class="title topictitle2" id="ariaid-title5">Editing WFM performance board settings</h2>
<div class="body">
<p class="p" dir="ltr">After creating a performance board you can edit its details, update
settings, or manage assigned teams as needed.</p>
<p class="p" dir="ltr"><strong class="ph b">To edit the settings of a performance board</strong></p>
<ol class="ol" id="topic_kvg_mjt_wgc__ol_kpp_njt_wgc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, hover over the agent folder (<img class="image" id="topic_kvg_mjt_wgc__d8e2192" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Performance
boards</strong>.</span></li>
<li class="li">Select a board.</li>
<li class="li">Click <strong class="ph b">Edit performance board</strong>.<p class="p"><img class="image" id="topic_kvg_mjt_wgc__image_utn_2kt_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_edit.png" width="200"></p>
</li>
<li class="li">Select the tab for the settings you want to edit:<ul class="ul" id="topic_kvg_mjt_wgc__ul_q2x_rjt_wgc">
<li class="li" dir="ltr"><strong class="ph b">Performance board</strong></li>
<li class="li" dir="ltr"><strong class="ph b">Leaderboard</strong></li>
<li class="li" dir="ltr"><strong class="ph b">Team</strong></li>
</ul>
<p class="p"><img class="image" id="topic_kvg_mjt_wgc__image_yxn_wkt_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_board_settings_edit.png" width="400"></p>
</li>
<li class="li">Edit the board as needed, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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