Creating and editing workforce management dashboards

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.


What's my plan?







Add-on

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







Verified AI summary ◀▼
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.




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.
You must be a WFM admin to access dashboards.
This article contains the following sections:

Creating WFM dashboards
Adding widgets to WFM dashboards
Editing WFM dashboards
WFM dashboard-specific metrics

Related articles

About workforce management dashboards



Creating WFM dashboards

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.
To create a WFM
dashboard

In Workforce management, click
Monitoring in the sidebar, then select Dashboards.
Click the Dashboard menu, then select + Create dashboard.

Enter a Dashboard name and click Create dashboard. Next, add widgets to your new

dashboard.





Adding widgets to WFM dashboards

Widgets are the building blocks that make up dashboards. They display the metrics that you
choose in layouts that you select. See dashboard widgets.
You can add widgets to new and existing dashboards. Each dashboard can have up to 12
widgets.
To add a widget to a WFM
dashboard

In Workforce management, click
Monitoring in the sidebar, then select Dashboards.
To add a widget to a new dashboard or a dashboard without any widgets, click Add your
first widget. To add another widget to an existing dashboard, click the
Customize dashboard icon ( ), then click the plus sign (+) icon.

In the Add widget dialog, select a Metric.

Note: Some metrics are specific to dashboards. See WFM dashboard-specific
metrics.

Choose a Workstream.
Pick a Layout to display the data in. If you select one of the goal layouts,
then enter the Goal values.

Click Add.
Continue to add additional widgets as needed.
To rearrange how the widgets appear on your dashboard, click a widget and drag it to the
desired location.
Click Save layout.




Editing WFM dashboards

You can edit or delete your existing WFM dashboards.
To edit or delete a WFM
dashboard

In Workforce management, click
Monitoring in the sidebar, then select Dashboards.
Select a dashboard.
To change the dashboard's name, click the gear ( ) icon. Enter or edit the name, then click Done.

To delete a dashboard, click the gear ( ) icon. Click Delete dashboard, then confirm that you
want to delete it.

To edit or rearrange your widgets, click the Customize dashboard ( ) icon. See Adding widgets to WFM dashboards.




WFM dashboard-specific metrics

Most dashboard metrics are sourced from Explore datasets and are not directly measured by Zendesk WFM.
The following metrics are specific to WFM dashboards:




Metric
Definition




Resolution rate
This metric is commonly used to understand the ratio of tickets being assigned
to an agent compared to how many tickets an agent solved. Formula: Solved
Tickets / Tickets Received x 100



Median first response time (FRT)
Median FRT represents the median time between when a ticket is initially
created and when the first public reply is sent. Formula: Time of first
public reply - Time ticket is created



First assigned time
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.


Ticket reopen rate
The reopened rate is a metric that measures the percentage of tickets that are
reopened after being marked as solved. Formula: Reopened Tickets / Solved
Tickets x 100



Assigned points
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.






{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6866245012378-Creating-and-editing-workforce-management-dashboards",
"url": "https://support.zendesk.com/hc/en-us/articles/6866245012378-Creating-and-editing-workforce-management-dashboards",
"headline": "Creating and editing workforce management dashboards",
"description": "You can create, customize, and manage workforce management dashboards to monitor key performance metrics relevant to your organization.",
"articleSection": "Reporting on workforce performance (WFM add-on)",
"datePublished": "2024-03-07T22:44:29+00:00",
"dateModified": "2026-04-20T08:08:52.412445+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6866245012378-Creating-and-editing-workforce-management-dashboards"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"