Creating a WFM performance board

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9099372358426" target="_blank">Performance boards</a> 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. </p>
<p class="p">The leaderboard displays the top 10 agents. The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796898635418" target="_blank">agent checking the performance board</a> appears in the tenth
position unless they're already in one of the top ten positions.</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 create a
performance board. </p>
<p class="p" dir="ltr">When you create <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796075110426" target="_blank">Performance boards</a>, consider your team structure, because
it directly affects which performance boards your agents see. You can choose to make the
board visible to agents and optionally set up an associated leaderboard.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a performance board</strong></p>
<ol class="ol" id="topic_sjx_ns2_m2c__ol_y3g_jgs_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>, click <img class="image" id="topic_sjx_ns2_m2c__d8e48" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">
<strong class="ph b">Monitoring</strong> in the sidebar, then select <strong class="ph b">Performance boards</strong>.</span></li>
<li class="li">Click the plus sign (+) next to Performance boards.<p class="p"><img class="image img-screenshot" id="topic_sjx_ns2_m2c__image_z3g_jgs_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_create.png" width="600"></p>
</li>
<li class="li">Set up your performance board by entering the following details:<ul class="ul" id="topic_sjx_ns2_m2c__ul_ajg_jgs_wgc">
<li class="li">
<strong class="ph b">Name</strong>: Enter a unique name for the board.</li>
<li class="li">
<strong class="ph b">Metrics</strong>: Select relevant <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818" target="_blank">rate, time, or points</a>
metrics.</li>
<li class="li">
<strong class="ph b">Goals</strong>: Set daily, weekly, or monthly goals.</li>
<li class="li">
<strong class="ph b">Agent visibility settings</strong>: If you select <strong class="ph b">Show performance
board</strong>, then agents in the teams associated with the board can view
it from their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">schedule in Support</a>.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">(Optional) Select <strong class="ph b">Turn on leaderboard</strong> to see agent rankings based on
performance board metrics.<p class="p"><img class="image img-screenshot" id="topic_sjx_ns2_m2c__image_bjg_jgs_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_leaderboard_create.png" width="600"></p>
<p class="p">If
you turn on the leaderboard, select the initial metric agents will see under
<strong class="ph b">Default metric</strong>.</p>
<p class="p">Under Agent visibility settings, select <strong class="ph b">Show
leaderboard</strong>, to let agents in the teams associated with the board view
it from their schedule in Support and compare their performance with
teammates.</p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Choose which teams the board applies to. Only one board can apply per team; however,
multiple teams can be associated with a board.<p class="p"><img class="image img-screenshot" id="topic_sjx_ns2_m2c__image_cjg_jgs_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_performance_board_team_assign.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
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