Creating and editing workforce management dashboards

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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">As a WFM admin, you can create and edit up to 10 workforce management dashboards to monitor team performance. Add up to 12 widgets per dashboard to display key metrics like resolution rate, first response time, and ticket reopen rate. Customize dashboards by rearranging widgets and editing names to align with your organization's goals.</p>
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<p class="p" dir="ltr">Workforce management (WFM) dashboards give you a quick visual overview of how your
team or organization is performing. You can create and edit dashboards to focus on the metrics
and performance indicators that are most relevant to your organization. </p>
<p class="p" dir="ltr">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_z5l_t44_s1c">
<li class="li"><a class="xref" href="#topic_hdw_y44_s1c">Creating WFM dashboards</a></li>
<li class="li"><a class="xref" href="#topic_xjx_qp4_s1c">Adding widgets to WFM dashboards</a></li>
<li class="li"><a class="xref" href="#topic_m4w_rr4_s1c">Editing WFM dashboards</a></li>
<li class="li"><a class="xref" href="#topic_ryz_st4_s1c">WFM dashboard-specific metrics</a></li>
</ul>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_jxs_v44_s1c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376866074" target="_blank">About workforce management dashboards</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hdw_y44_s1c">
<h2 class="title topictitle2" id="ariaid-title2">Creating WFM dashboards</h2>
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<p class="p">You can create up to 10 dashboards for your organization. When you first create your
organization’s dashboards, it’s recommended that you align with other stakeholders on the
metrics and performance indicators to include.</p>
<p class="p"><strong class="ph b" id="topic_hdw_y44_s1c__docs-internal-guid-4837e33f-7fff-5ede-ed4f-92b8ecd3e705">To create a WFM
dashboard</strong></p>
<ol class="ol" id="topic_hdw_y44_s1c__ol_mr5_cp4_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_hdw_y44_s1c__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_dashboards_icon.png" width="16">
<strong class="ph b">Dashboards</strong> in the navigation bar.</span></li>
<li class="li">Click the dashboards menu, the select <strong class="ph b">+ Create dashboard</strong>.<p class="p"><img class="image" id="topic_hdw_y44_s1c__image_fwm_hp4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_dashboards_create.png" width="200"></p>
</li>
<li class="li">Enter a <strong class="ph b">Dashboard name</strong> and click <strong class="ph b">Create dashboard</strong>.<p class="p">Next, <a class="xref" href="#topic_xjx_qp4_s1c">add widgets</a> to your new
dashboard.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xjx_qp4_s1c">
<h2 class="title topictitle2" id="ariaid-title3">Adding widgets to WFM dashboards</h2>
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<p class="p">Widgets are the building blocks that make up dashboards. They display the metrics that you
choose in layouts that you select. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376866074#topic_ttv_fj4_s1c" target="_blank">dashboard widgets</a>.</p>
<div class="p">You can add widgets to new and existing dashboards. Each dashboard can have up to 12
widgets.<div class="note attention">
<span class="attentiontitle"></span> The Agents widget is being discontinued. View the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">Agent status</a> page to see what your agents are working on in real
time.</div>
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<p class="p"><strong class="ph b" id="topic_xjx_qp4_s1c__docs-internal-guid-77ebcaa8-7fff-759f-d326-d37249aa325f">To add a widget to a WFM
dashboard</strong></p>
<ol class="ol" id="topic_xjx_qp4_s1c__ol_aq3_zp4_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_xjx_qp4_s1c__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_dashboards_icon.png" width="16">
<strong class="ph b">Dashboards</strong> in the navigation bar.</span></li>
<li class="li">To add a widget to a new dashboard or a dashboard without any widgets, click <strong class="ph b">Add your
first widget</strong>.<p class="p">To add another widget to an existing dashboard, click the
<strong class="ph b">Customize dashboard</strong> icon (<img class="image" id="topic_xjx_qp4_s1c__image_rmv_dq4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_pencil.png" width="16">), then click the plus sign (<strong class="ph b">+</strong>) icon.</p>
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<li class="li">In the Add widget dialog, select a <strong class="ph b">Metric</strong>.<p class="p"><img class="image" id="topic_xjx_qp4_s1c__image_ptj_xq4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_dashboard_widget.png" width="400"></p>
<div class="note note">
<span class="notetitle">Note:</span> Some metrics are specific to dashboards. See <a class="xref" href="#topic_ryz_st4_s1c">WFM dashboard-specific
metrics</a>.</div>
</li>
<li class="li">Choose a <strong class="ph b">Workstream</strong>.</li>
<li class="li">Pick a <strong class="ph b">Layout</strong> to display the data in.<p class="p">If you select one of the goal layouts,
then enter the <strong class="ph b">Goal</strong> values.</p>
</li>
<li class="li">Click <strong class="ph b">Add</strong>.</li>
<li class="li">Continue to add additional widgets as needed.</li>
<li class="li">To rearrange how the widgets appear on your dashboard, click a widget and drag it to the
desired location.</li>
<li class="li">Click <strong class="ph b">Save layout</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_m4w_rr4_s1c">
<h2 class="title topictitle2" id="ariaid-title4">Editing WFM dashboards</h2>
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<p class="p">You can edit or delete your existing WFM dashboards.</p>
<p class="p"><strong class="ph b" id="topic_m4w_rr4_s1c__docs-internal-guid-22718e92-7fff-a9a4-c074-6c77ab2679ff">To edit or delete a WFM
dashboard</strong></p>
<ol class="ol" id="topic_m4w_rr4_s1c__ol_p5c_ys4_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_m4w_rr4_s1c__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_dashboards_icon.png" width="16">
<strong class="ph b">Dashboards</strong> in the navigation bar.</span></li>
<li class="li">Select a dashboard.</li>
<li class="li">To change the dashboard's name, click the gear (<img class="image" id="topic_m4w_rr4_s1c__image_q1x_1t4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_admin_icon.png">) icon.<p class="p">Enter or edit the name, then click <strong class="ph b">Done</strong>.</p>
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<li class="li">To delete a dashboard, click the gear (<img class="image" id="topic_m4w_rr4_s1c__image_zrd_lt4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_admin_icon.png">) icon.<p class="p">Click <strong class="ph b">Delete dashboard</strong>, then confirm that you
want to delete it.</p>
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<li class="li">To edit or rearrange your widgets, click the <strong class="ph b">Customize dashboard</strong> (<img class="image" id="topic_m4w_rr4_s1c__image_mkf_qt4_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_pencil.png" width="16">) icon. See <a class="xref" href="#topic_xjx_qp4_s1c">Adding widgets to WFM dashboards</a>.</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ryz_st4_s1c">
<h2 class="title topictitle2" id="ariaid-title5">WFM dashboard-specific metrics</h2>
<div class="body">
<p class="p">Most dashboard metrics are sourced from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839218842" target="_blank">Explore datasets</a> and are not directly measured by Zendesk WFM. </p>
<div class="p">The following metrics are specific to WFM dashboards:<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ryz_st4_s1c__simpletable_uc2_w54_s1c" summary="">
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<th class="stentry" id="d51e325" style="vertical-align:bottom;text-align:left;">Metric</th>
<th class="stentry" id="d51e328" style="vertical-align:bottom;text-align:left;">Definition</th>
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<td class="stentry" headers="d51e325" style="vertical-align:top;">Resolution rate</td>
<td class="stentry" headers="d51e328" style="vertical-align:top;">This metric is commonly used to understand the ratio of tickets being assigned
to an agent compared to how many tickets an agent solved.<p class="p"><strong class="ph b">Formula</strong>: <em class="ph i"> Solved
Tickets / Tickets Received x 100</em></p>
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<td class="stentry" headers="d51e325" id="topic_ryz_st4_s1c__FRT" style="vertical-align:top;">Median first response time (FRT)</td>
<td class="stentry" headers="d51e328" style="vertical-align:top;">Median FRT represents the median time between when a ticket is initially
created and when the first public reply is sent.<p class="p"><strong class="ph b">Formula</strong>: <em class="ph i">Time of first
public reply - Time ticket is created</em></p>
</td>
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<td class="stentry" headers="d51e325" style="vertical-align:top;">First assigned time</td>
<td class="stentry" headers="d51e328" style="vertical-align:top;">The First assigned time is the time when a ticket is first assigned to an agent
or a group. This metric is used to measure the efficiency of the ticket assignment
process and to ensure that tickets are being assigned in a timely manner.</td>
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<td class="stentry" headers="d51e325" id="topic_ryz_st4_s1c__Ticket_reopen_rate" style="vertical-align:top;">Ticket reopen rate</td>
<td class="stentry" headers="d51e328" style="vertical-align:top;">The reopened rate is a metric that measures the percentage of tickets that are
reopened after being marked as solved.<p class="p"><strong class="ph b">Formula</strong>: <em class="ph i"> Reopened Tickets / Solved
Tickets x 100</em></p>
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<td class="stentry" headers="d51e325" id="topic_ryz_st4_s1c__assigned_points" style="vertical-align:top;">Assigned points</td>
<td class="stentry" headers="d51e328" style="vertical-align:top;">Assigned points refers to the number of tickets assigned to an agent. An agent
receives an Assigned point when a ticket is assigned to them in any of the following
ways: the agent assigns the ticket to themselves, another person assigns the ticket to
the agent, or an automation or routing rule assigns the ticket to the agent. Note that
each agent can receive only one Assigned point per ticket regardless of how many times
the ticket is assigned to them.</td>
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