Creating and editing Zendesk WFM dashboards

Building a view of the numbers for one audience. Same discipline as any dashboard: who opens it, and what they do next.

Building a view of the numbers for one audience. Same discipline as any dashboard: who opens it, and what they do next.

Create one

1. Open the dashboards in Workforce Management.
2. Create one and name it for its audience.
3. Add the reports that answer their question.
4. Set the default period.
5. Show it to one of them before sharing it.

One audience per dashboard

A team lead wants their team's coverage and adherence this week. A manager wants forecast accuracy and shrinkage over a quarter. Merging those produces something neither reads.

Lead with the number that matters

Coverage at the peaks for a lead; forecast accuracy for a planner. Put it first and large, and let the detail sit below.

Team level by default

Individual figures on a shared dashboard change how people behave, and usually not in the direction you wanted. Keep per-person data to the pages designed for it, with narrow access.

Say what each number means

Adherence and occupancy in particular are misread by anybody who has not had them explained. A line of text on the dashboard prevents the wrong conclusion better than a conversation afterwards.

Five or six reports

Enough to tell the story, few enough to take in. A dashboard nobody can read in a minute is a dashboard nobody opens twice.

Review whether it is used

A dashboard built for a review that no longer happens is clutter. Ask the audience occasionally whether they still open it.

See also

• Creating a performance board
• Zendesk WFM report and dashboard metrics
• Which Zendesk WFM numbers matter