Performance Management is a powerful new solution that unifies coaching, performance metrics, and agent development in one experience.

Feature	Workforce Management	Workforce Management	WFO Bundle
Centralized Portal ​	Yes	Yes	Yes
Dashboard With: View My Schedule	Yes	No	Yes
Dashboard With: Standard WFM KPI metrics	Yes	No	Yes
Dashboard With: Standard QM KPI metrics	No	Yes	Yes
Customizable KPI Dashboard	Yes	Yes	Yes
Create In-App Coaching Sessions	Yes	Yes	Yes

Key Features

• Centralized Performance Portal: A single, consolidated space where:

  • Supervisors see team-level performance, recent evaluation scores, and KPI trends.

  • Agents access their latest evaluation results, performance metrics, and other personalized insights.

  This removes the traditional frustration of switching between multiple WFM/QM screens and replaces scattered workflows with a streamlined performance hub.

  Customers with a minimum of WFO Bundle + 100 Interactions SKU will see both Auto QM and Manual QM scoring.

  https://wfohelp.com/doc/Content/user-guides/performance-management/home.htm.

• View My Schedule: Inside the Performance Management dashboard:

  • Agents can view their daily/weekly schedule.

  • Supervisors can see their own schedule and understand when coaching or development time is booked.

  This helps agents prepare for coaching and gives leaders better clarity into their availability.

• Dashboard With Standard WFM & QM Metrics: Supervisors get unified visibility into metrics such as:

  • AHT

  • Adherence

  • Contacts Handled

  • Fail Rate

  • QM evaluation & section scores (Resolution, Empathy, Compliance, etc.)

  This merges two historically separate workflows, i.e. QM insights + WFM KPIs, into a single performance view.

  Customers with a minimum of WFO Bundle + 100 Interactions SKU will see both Auto QM and Manual QM scoring.

  https://wfohelp.com/doc/Content/user-guides/performance-management/kpi-dashboard.htm.

• Customizable KPI Dashboard: Supervisors can build dashboards tailored to their team’s needs by defining:

  • KPIs that matter most (AHT, Evaluation Score, Fail Rate, etc.)

  • Team-specific or group-specific benchmarks

  • Performance paths unique to each line of business

  This supports personalized, role-aligned performance coaching and clarity around expectations.

  https://wfohelp.com/doc/Content/user-guides/performance-management/settings.htm

• Customizable KPI Dashboard: Supervisors can build dashboards tailored to their team’s needs by defining:

  • Team-specific or group-specific benchmarks

  • KPIs that matter most (AHT, Evaluation Score, Fail Rate, etc.)

  • Performance paths unique to each line of business

  This supports personalized, role-aligned performance coaching and clarity around expectations.

  https://wfohelp.com/doc/Content/user-guides/performance-management/settings.htm