Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
Building a view of the numbers for one audience. Same discipline as any dashboard: who opens it, and what they do next.
Create one
- In Workforce management, click Dashboards in the navigation bar.
- Open the dashboard menu and select + Create dashboard.
- Enter a Dashboard name that says who it is for, and click Create dashboard.
- Add the widgets that answer their question. Each widget takes a metric, the workstream it draws from, and a layout.
- Show it to one of them before you tell everybody about it.
You need to be a Zendesk WFM admin to open dashboards at all, so a team lead without that role cannot see one you build.
The two numbers that shape it
A dashboard holds up to 12 widgets, and you can create and switch between up to 10 dashboards. Both are generous enough that they are a design guide rather than an obstacle: twelve widgets is already more than one audience reads.
One audience per dashboard
A team lead wants their team's adherence rate and staffing against requirement this week. A manager wants occupancy and time by activity over a quarter. Merging those produces something neither reads.
Lead with the number that matters
Required staffing at the peaks for a lead; forecast against actual volume 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.
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