WFM | Agent dashboard

Use the WFM | Agent Dashboard to take ownership of your weekly performance. Review your schedule, track your adherence, and compare your call-handling metrics across weeks — all without waiting on a supervisor for reports. Come to every coaching conversation prepared, with a clear picture of your own patterns already in hand.

IMPORTANT Supervisors looking for a multi-agent view should refer to the WFM | Agent Dashboard – Supervisor Version, which adds Agent Name and Team filters to surface data across the full team.

Questions this dashboard helps answer:

Am I on track with my schedule this week?
How does my adherence compare to last week or the week ahead?
How many calls did I handle, and what were my talk and wrap-up times?
How is my scheduled time split between ready time, other work, and non-work time?
Am I arriving to work on time?
How does my absence time compare to my schedule?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards with permission to view WFM data.
You must have access to the WFM Adherence, WFM Agent Queue Stats, WFM Scheduled Agent Time, and WFM People (Latest Period) datasets used by this dashboard.
The dashboard uses your login identity to automatically scope data to your own agent record. No manual agent selection is required.

Page location

Insights > Dashboards > WFM | Agent Dashboard

Dashboard layout

The dashboard contains a single sheet: WFM Agent Dashboard.

This sheet provides a week-centered view of the agent’s schedule, adherence, and productivity. The central reference point is the week selected using the Week Starting date picker. The dashboard simultaneously displays data for the previous week, the selected (current) week, and the following week — giving agents a rolling three-week window to spot trends or compare performance across consecutive weeks.

The sheet is organized into the following visual groups:

Visual group	Description
Schedule Overview	A stacked bar chart showing the breakdown of scheduled time by day for the selected week. Each bar is divided into Scheduled Ready Time, Other Work Time, and Non-Work Time. Prior and following week schedule charts are also displayed for comparison.
Adherence KPIs	Key performance indicators showing Adherence (%), Out of Adherence (h), and Late for Work (h) for the selected week, with Prior 3 Months trend context displayed alongside each KPI.
Schedule KPIs	Key performance indicators for Scheduled Work Time (h), Scheduled Ready / Work %, and Absence Time (h) and Absence %, also with Prior 3 Months trend context.
Call Handling Metrics	KPIs showing Answered Volume and AHT (s) for the current week, accompanied by bar charts showing the current week’s AHT breakdown by day alongside the prior week for comparison.
Three-Week Trend	Multiple metrics are shown side-by-side across the prior week, current week, and following week, enabling at-a-glance comparison of schedule structure and performance trends.

Controls and filters

Week Starting (date picker)

Selects the focal week for the dashboard. Enter any date within the week you want to view — the dashboard will align to the correct week automatically.

NOTE The dashboard shows data for the week before and the week after your selected date as well. This makes it easy to compare your current week against recent history and your upcoming scheduled commitments

Procedures

Review your week’s adherence performance

Use the Week Starting date picker to select the week you want to review.
Review the Adherence (%) KPI for your overall compliance percentage.
Check Out of Adherence (h) to understand how much time was spent off-schedule.
Compare the current week to the prior week and following week using the three-week trend KPIs.

Use this to:

Understand whether your adherence is improving or declining week over week.
Prepare talking points for a coaching conversation with your supervisor.
Identify whether lateness is contributing to adherence issues.

Understand how your week was scheduled

Review the Week’s Schedule bar chart, which shows each day of the selected week.
Each bar is divided into Scheduled Ready Time, Other Work Time, and Non-Work Time.
Check the Scheduled Ready / Work % KPI to see what proportion of your work time was planned for the queue.
Compare to the Prior Week’s Schedule and Following Week’s Schedule charts to see how the weeks differ structurally.

Use this to:

Understand which days were heavier or lighter for queue-facing work.
Plan personal workload around days with more meetings or training scheduled.

Review your call-handling productivity

Review the Answered Volume and AHT (s) KPIs for the current week.
Review the Week’s AHT bar chart to see how handle time varied day by day.
Compare against the Prior Week’s AHT chart to identify significant changes.

Use this to:

Track personal productivity trends over time.
Identify weeks where call volume or handle time was unusual.
Support self-reflection ahead of performance reviews or coaching sessions.

Check punctuality

Review the Late for Work (h) KPI.
If the value is greater than zero, this represents accumulated lateness across all shifts in the selected week.
Use the Prior 3 Months trend displayed alongside the KPI to see whether lateness has been a recurring pattern.

Use this to:

Identify whether punctuality is something to monitor.
Track improvement week over week.

Key metrics

The following metrics are available in this dashboard. The table below describes what each one measures and how to use it effectively.

Metric	Definition	How to use it
Adherence (%)	The percentage of scheduled time during which the agent was in the correct activity state as defined by their schedule. A higher percentage indicates stronger schedule compliance.	Use as your primary indicator of schedule compliance. A week-over-week decline may point to recurring patterns worth discussing with your supervisor.
Out of Adherence (h)	The total number of hours the agent spent in an activity state that did not match their scheduled activity.	Review in context of total scheduled hours. Small amounts are normal; consistently larger totals may warrant a coaching conversation.
Late for Work (h)	The total hours the agent was late to start their scheduled shift during the selected week, accumulated across all scheduled days.	Even small daily lateness accumulates meaningfully over a month. Review weekly to self-correct early.
Scheduled Work Time (h)	The total number of hours the agent was scheduled to be engaged in work activities (both ready time and other work) during the selected week.	Use to understand the total amount of time you were expected to be working, as a baseline for other schedule metrics.
Scheduled Ready / Work %	The proportion of scheduled work time dedicated to being in a ready state — available to take contacts. Calculated as Scheduled Ready Time ÷ Scheduled Work Time.	Reflects how your schedule was structured, not how you performed. A low percentage simply means a week heavy in meetings or training.
Absence Time (h)	The total scheduled contract absence time (such as approved leave) during the selected week.	Use to verify that approved absences are correctly reflected in your schedule.
Absence %	The percentage of total scheduled time accounted for by contract absence. Sourced from the Absenteeism (%) field.	Use alongside Absence Time (h) to understand the relative impact of absence on the week.
Answered Volume	The total number of contacts the agent answered during the selected week.	Use to understand your workload for the week and compare against prior weeks for volume trends.
AHT — Avg Handle Time (s)	The average total time spent per contact, including talk time and after-call work. Calculated as sum(Agent Handling Time) ÷ sum(Agent Answered Volume).	Consistently high AHT may point to coaching opportunities. Very low AHT warrants a quality check to ensure contacts are being fully resolved.

Data notes

The dashboard uses your login identity to automatically filter data to your own agent record. No additional filtering is required to see your personal data.
Data is sourced from the following datasets:
- WFM Adherence — adherence state, in/out adherence time, late for work, and shift timing.
- WFM Agent Queue Stats — answered call volume, average handle time (AHT), and supporting calculations.
- WFM Scheduled Agent Time — scheduled ready time, work time, non-work time, and contract absence time.
- WFM People (Latest Period) — used to match the logged-in user to their agent record.
The Week Starting parameter drives all data displayed on the dashboard. All three weeks shown (prior, current, following) are relative to this selection.
Adherence values are displayed in hours (h) or as a percentage (%). Call-handling time values are in seconds (s).
Scheduled time calculations reflect the published schedule. Real-time or intraday changes made after the schedule was published are not reflected.
The Prior 3 Months KPI trend values shown alongside each metric reflect the average of the three calendar months preceding the selected week.