Feature Request Summary
Enhanced flexibility for Zendesk WFM Performance Boards to include granular date toggles (Daily/Weekly/Monthly), dynamic agent/group filtering (threshold-based), and the ability to pull in custom metrics beyond standard system defaults.
Use Case
Our leadership team and agents will begin using Performance Boards to track Average Handle Time (AHT) as a primary coaching metric, but AHT alone doesn't tell the whole story.
- Custom Metrics: We need to display proprietary or calculated metrics (e.g., "Productivity Score", ticket touches by group, comments per hour, ticket time/working time%) directly on the board. Currently, we are limited to standard system metrics, which forces us to export data to third-party tools just to see a holistic view of agent performance.
- Date Flexibility: Agents need to see how they are performing today to make adjustments, or over a month to see long-term trends, rather than being locked into a weekly view or daily view only. They need the ability to adjust the view.
- Leaderboard Parameters: We want to create a fair competitive environment. New hires often have high AHTs that skew the leaderboard. We need the ability to filter out "outliers" (e.g., anyone with an AHT > 10 minutes) so seasoned agents aren't compared against trainees, and trainees aren't discouraged by seeing their names at the bottom of a public list.
Product limitation or missing feature
- Metric Rigidity: Performance boards are currently limited to "out-of-the-box" metrics and do not support custom-calculated fields or external data points.
- Fixed Timeframes: Lack of a quick filter to switch between Daily, Weekly, and Monthly views.
- Lack of Inclusion/Exclusion Logic: No way to dynamically filter the leaderboard based on performance thresholds or to easily exclude specific groups (like "New Hire Nesting").
Business impact of limitation or missing feature
- Data Fragmentation: Because we can't see custom metrics in the WFM board, agents and leads have to "toggle-hop" between different windows, leading to a loss of focus and reduced "source of truth" status for Zendesk WFM.
- Agent Morale: New agents risk exposed or "called out" when their high AHTs appear on a leaderboard next to veterans, which can negatively impact retention during the onboarding phase.
- Coaching Efficiency: Managers spend significant time manually filtering data or explaining "outlier" data to the team instead of coaching to the numbers.
Other necessary information or resources
Ideally, the Custom Metric feature would allow us to use a formula builder similar to Zendesk Explore to create unique KPIs that can be displayed alongside standard WFM data.
