Creating a WFM performance board

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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. When creating a performance board, you can choose to make it 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>, hover over the agent folder (<img class="image" id="topic_sjx_ns2_m2c__d8e2222" 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">Click the <strong class="ph b">Create performance board</strong> (+) button.<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>
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<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">
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<strong class="ph b">Name</strong> your board (must be unique)</li>
<li class="li">Select relevant <strong class="ph b">Metrics</strong> (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818" target="_blank">rate, time, or points</a>)</li>
<li class="li">Set <strong class="ph b">Goals</strong> (daily, weekly, or monthly)</li>
<li class="li">Select <strong class="ph b">Agent visibility settings</strong><p class="p">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>.</p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Optionally, <strong class="ph b">Turn on the leaderboard</strong>.<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 <strong class="ph b">Default metric</strong> and <strong class="ph b">Agent
visibility settings</strong>.</p>
<p class="p">If you select <strong class="ph b">Show leaderboard</strong>, then
agents in the teams associated with the board can view it from their schedule in
Support and compare their performance with their teammates.</p>
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<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>
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