Creating a WFM performance board

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.


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







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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.




Performance boards 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.
The leaderboard displays the top 10 agents. The agent checking the performance board appears in the tenth
position unless they're already in one of the top ten positions.
You must be an admin or manager with permission 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.
To create a performance board

In Workforce management, click
Monitoring in the sidebar, then select Performance boards.
Click the plus sign (+) next to Performance boards.

Set up your performance board by entering the following details:

Name: Enter a unique name for the board.

Metrics: Select relevant rate, time, or points
metrics.

Goals: Set daily, weekly, or monthly goals.

Agent visibility settings: If you select Show performance
board, then agents in the teams associated with the board can view
it from their schedule in Support.


Click Next.
(Optional) Select Turn on leaderboard to see agent rankings based on
performance board metrics.
If
you turn on the leaderboard, select the initial metric agents will see under
Default metric.
Under Agent visibility settings, select Show
leaderboard, to let agents in the teams associated with the board view
it from their schedule in Support and compare their performance with
teammates.

Click Next.
Choose which teams the board applies to. Only one board can apply per team; however,
multiple teams can be associated with a board.

Click Create.


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