Viewing and editing WFM performance boards

Performance boards are collections of metrics that function as focused reports, displaying only the metrics relevant to each team.


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Workforce Management (WFM) or Workforce Engagement Management (WEM)







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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.




Performance boards are collections of metrics that function as focused reports,
displaying only the metrics relevant to each team.
After creating a performance board you can view its
details, update settings, or manage assigned teams as needed.
You must be an admin or manager with permission to manage performance
boards.
This article contains the following topics:

Accessing and managing WFM
performance boards
Viewing and searching for
agents in WFM performance boards
Filtering a WFM leaderboard
by metric
Editing WFM performance board
settings

Related articles

About WFM performance and
leaderboards



Accessing and managing WFM performance boards

After creating a performance board, you can view its details, update settings, or
manage assigned teams as needed.
To access and manage performance boards


In Workforce management, click
Monitoring in the sidebar, then select Performance boards.

Select a board and take any of the following actions:
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.

Filter the board
by team or all agents.

Search for an
agent by name or email.
If there's an associated leaderboard, select its menu and
choose which metric to filter the agents in the leaderboard by.

Edit the board's
settings.






Viewing and searching for agents in WFM performance boards

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.
To view and search for team members in performance boards

In Workforce management, click
Monitoring in the sidebar, then select Performance boards.
Select a board.
(Optional) The standard behavior is to display all agents, but you can
also view agents by team.

Enter an agent’s name, partial name, or email address in the search
bar.





Filtering a WFM leaderboard by metric

When viewing WFM leaderboards, you can choose to display only specific
metrics.
To filter a WFM leaderboard by metric

In Workforce management, click
Monitoring in the sidebar, then select Performance boards.
Select a board.
Click the team or agent whose leaderboard results you want to view.
Use the drop-down menu to select the metric you want to view.





Editing WFM performance board settings

After creating a performance board you can edit its details, update
settings, or manage assigned teams as needed.
To edit the settings of a performance board

In Workforce management, click
Monitoring in the sidebar, then select Performance boards.
Select a board.
Click Edit performance board.
Select the tab for the settings you want to edit:
Performance board
Leaderboard
Team



Edit the board as needed, then click Save.



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