How can I provide feedback for the Zendesk WFM Performance Board EAP?

Hello, team love this new feature - aware its in EAP phase and have some early feedback to share (hopefully this is the right space).

It would be great if we could set the targets hourly as well - I.E 7-12 handled points per hour and 5-8 solved points per hour as would be great for the providing agents with more agency of how they are working towards those targets.

Additionally, for those who zoom out their screens the display points don't fill the space as well. 

Some additionally points of early feedback:

• it would great (if possible) for a team could have more than one board assigned 
• if on the backend for team leads, leaderboards showed the entire team - keeping only the top 10 for agents - this would allow leads to see how the whole team is working out needing to build a separate board whilst avoiding impacting agent morale 
• AHT target is a bit weird, metric is in minutes but the target is in hours (unless i'm setting it incorrectly)
• The ability to also export performance boards for teams would also be super handy 
• If reopen rate as metric could be added that would also be used for a weekly view

Hello team,

We have noticed a glitch on the WFM performance boards EAP, 

It appears that the target tracker is not working correctly. In this case, even though the agent had an average handle time of 5 minutes and 11 seconds, and the goal was set to 6 minutes or less, the system indicates that the agent was not at goal.

We also would like to have more metrics per productive hour, as NOT all agents work the same number of hours.

For example, instead of using “Solve points”, we would prefer to display “Solve points per productive hour” it would be easier to calculate a target with this metric. 

hello team,

We have noticed a glitch on the WFM performance boards EAP, 

It appears that the target tracker is not working correctly. In this case, even though the agent had an average handle time of 5 minutes and 11 seconds, and the goal was set to 6 minutes or less, the system indicates that the agent was not at goal.

Can you please check on this?
 

Hi Alejandro

Thanks for reaching out and reporting this! I'll check the goals and how they are behaving. Good looking out - appreciate it.

As for additional metrics, once the EAP wraps up and we formally release Performance boards we'll be looking at other metrics that make sense to be added here. Your suggestion is a great starting point.

Thank you!

Glad to see that there will be future metrics included with the boards! The main feedback from our management group for the support agents is that they would like to see much more of the metrics available in custom reports in the performance boards. Some specific examples they called out were ticket time and productive time 

Hi @rob20 

I need to apologise for taking so long to get back to you. For some reason your comment got lost in my inbox - sorry for that.

Really appreciate your feedback here, and it adds weight to some of the things we're hearing from other participants. I can comment on a few of your points, in no particular order:

• the resolution issue when zoomed out: I'll ping our UI designer to take a look at it.
• as for the goals in time based metrics, they are admittedly in need of some improvements which we will get to in the future.
• setting hourly targets isn't currently on our to-do list, but it's an interesting point. I'll need to see how each metric would behave when calculating for smaller chunks of time. I'm taking note of this one.
• exporting the Performance boards has been one of the most common requests I'm getting during this EA program, and it is sitting at the top of our improvements list.
• as for additional metrics, we need to analyse which of the existing metrics can actually be calculated in near real-time, since there are some that are built to work with only historical data. This is work that we have on our roadmap.

Hope these help! I appreciate all this feedback - it leads to some very interesting discussions with the development team.

Thanks again.

Thanks for your reply @tiago12! Really excited by the updates you shared! 

I had a few extra pieces of feedback from the team i wanted to share as well, if that's alright. 

- Out of curiosity, i believe we might get customisable metrics in tymeshift in the future (if all goes well) - would we be able to utilise these sort of metrics in performance boards in future or would it need to be built in? - for example customising the resolution rate to be solved points/handled points (instead of assigned points)

- Is it at all possible to have a real time functionality of sorts to adjust targets against schedules? For example agent is scheduled to work 7 productive hours with a target of 10 handled per hour (daily target of 70) - if two, 1 hour meetings are added, the target is adjust to be 50 a day 

- is there possibility to add other tools to the dashboard in future? team was curious if they could linked USAT scores for agents to see  

Hello team,

In the current agent view, agents can only see the leaderboard for their own team. However, we’d like them to be able to view all agents across all teams in a single combined leaderboard. Is this configuration possible?