About workforce management dashboards

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<p id="docs-hc-snippet" style="display: none;">Workforce management (WFM) dashboards give you a quick visual overview of how your team or organization is performing. You can customize your organization’s dashboards to focus on the metrics and performance indicators that are most relevant to your organization.</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">Workforce management dashboards provide a real-time visual overview of your team's performance, helping you track workload and key metrics. Customize dashboards with up to 12 widgets to focus on relevant data. As an admin, you can create and switch between up to 10 dashboards to monitor metrics like inbound volume and forecasts, aligning them with your team's goals and performance indicators.</p>
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<p class="p">Workforce management (WFM) dashboards give you a quick visual overview of how your team or
organization is performing. You can customize your organization’s dashboards to focus on the
metrics and performance indicators that are most relevant to your organization.</p>
<p class="p">You must be a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">WFM admin</a> to access dashboards.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_yj4_k34_s1c">
<li class="li"><a class="xref" href="#topic_wkw_434_s1c">Understanding WFM dashboards</a></li>
<li class="li"><a class="xref" href="#topic_qdv_qj4_s1c">Accessing WFM dashboards</a></li>
</ul>
<div class="p">Related articles<ul class="ul" id="topic-1__ul_hyk_m34_s1c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378" target="_blank">Creating and editing workforce management dashboards</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wkw_434_s1c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding WFM dashboards</h2>
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<p class="p">Workforce management dashboards offer a quick visual overview of performance in real time.
In contrast to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846844826" target="_blank">Zendesk Explore dashboards</a>, which show ticket and
channel-specific data in real time, WFM dashboards show you how your team is handling their
workload at the moment. </p>
<p class="p">WFM data on dashboards is updated in real time. The data from your Zendesk account
refreshes approximately every 30 seconds.</p>
<p class="p">You can create up to 10 dashboards. Customize them by adding <a class="xref" href="#topic_ttv_fj4_s1c">dashboard widgets</a> and selecting metrics to
measure your team's performance against.</p>
<p class="p"><img class="image" id="topic_wkw_434_s1c__image_ksc_v34_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_wfm_dashboards_overview.png" width="600"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ttv_fj4_s1c">
<h3 class="title topictitle3" id="ariaid-title3">Dashboard widgets</h3>
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<p class="p">WFM dashboards are composed of widgets, which are the building blocks you create to
customize your organization’s dashboards. Dashboards can include up to 12 widgets.</p>
<p class="p">Your widgets can include certain <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#h_01HCG0KQF0M9ZS3ZT48D8Q2B80" target="_blank">point and rate and time</a> metrics, as well as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_ryz_st4_s1c" target="_blank">dashboard specific metrics</a>. When creating a
widget, you can select a metric, which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstream</a> to show data from, and a layout in which to display
that data. The options for a widget vary depending on which metric you select.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> To see what your agents are working on in real time, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">Agent status</a> page.</div>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_dvz_lj4_s1c">
<h3 class="title topictitle3" id="ariaid-title4">Who uses dashboards</h3>
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<p class="p">Dashboards are used by different users in different ways for views that are relevant to
their roles. 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.</p>
<p class="p">For example, managers may use dashboards to monitor how well their teams are handling
their workload. You could also add a widget with the Inbound volume &amp; forecast metric
to monitor how your current volume matches the forecasted volume.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qdv_qj4_s1c">
<h2 class="title topictitle2" id="ariaid-title5">Accessing WFM dashboards</h2>
<div class="body">
<p class="p">You must be a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">WFM admin</a> to access dashboards.</p>
<div class="p">
<strong class="ph b" id="topic_qdv_qj4_s1c__docs-internal-guid-e0c18ef4-7fff-9be4-a880-a40958d35be0">To access WFM
dashboards</strong><ol class="ol" id="topic_qdv_qj4_s1c__ol_ac4_vj4_s1c">
<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>, click <img class="image" id="topic_qdv_qj4_s1c__d8e406" 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">Dashboards</strong>.</span><p class="p">If you haven’t created any dashboards yet, the page opens in edit mode. Learn how
to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_hdw_y44_s1c" target="_blank">create a dashboard</a>.</p>
</li>
<li class="li">To switch between dashboards, click the menu and select the dashboard you want to
view.<p class="p"><img class="image" id="topic_qdv_qj4_s1c__image_nqt_rk4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_dashboard_menu_select.png" width="300"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6866245012378#topic_m4w_rr4_s1c" target="_blank">Editing WFM dashboards</a> to make changes to your
existing dashboards.</p>
</li>
</ol>
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