WFM Widgets
WFM Widgets help supervisors and workforce managers track agent schedule adherence and measure team performance. These widgets make it easier to spot adherence trends, review activities that fall outside scheduled work, and compare adherence across teams. The insights can help improve scheduling, support coaching, and increase overall workforce efficiency.
Agent Adherence Variance
Data Refresh Rate: 3 hours
Widget Refresh Rate: 30 minutes
Duration Support: Historical - up to 95 days
This widget displays a scatter plot chart showing each agent's adherence percentage and scheduled time. A median line makes it easy to compare an agent's adherence with the rest of the team. It helps workforce managers quickly identify agents who are falling behind or exceeding adherence targets.
Permissions and Licenses
This widget is visible only to users with an active WFM license.
You must have these permissions:
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Roles & Permissions > Permissions > WFM > Dashboard Widgets > Agent Adherence Variance: On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (Optional)
If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.
Settings
Field descriptions
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Display Name: Define a name for the widget.
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Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week, Last Week, Current Month, and Last Month
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Team: Select the Teams to include in the widget.
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Agent: Select the Agents to include in the widget.
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Scheduling Unit: Filter data by one or more Scheduling Units or teams.
By default, the widget opens in Chart view.
The Chart shows a scatter plot where each dot represents a single agent. The position of each dot reflects:
| Axis | Description |
|---|---|
| X-Axis | Adherence Percentage (%) |
| Y-Axis | Total Scheduled Time (minutes) |
A legend displayed on the chart explains the dot color coding:
| Color | Adherence Range | Interpretation |
|---|---|---|
| Blue | > 95% | Exceeds target — high adherence |
| Green | 85% – 95% | On target — meets expected performance |
| Yellow | 70% – 85% | Below target — monitor and coach |
| Red | < 70% | Critical — immediate attention required |
A dashed vertical line marks the Median Adherence Percentage of all selected agents and serves as a benchmark for comparison. Agents to the left of the line are below the median, while agents to the right are above it.
To see data in a Table format, click Options
, then Widget Display to change the view to Table. The table displays all agents shown in the chart and includes the following columns:
| Column | Description |
|---|---|
| Agent | Full name of the agent |
| Scheduled Time | Total scheduled time in minutes |
| In Adherence % | Percentage of time the agent adhered to the schedule |
| % Median | The team’s median adherence percentage |
| Variance from Median (%) | Difference from the team median adherence |
Click any column header to sort ascending or descending.
Use Case Example
A supervisor wants to review their team's adherence performance over the past week. They open the Agent Adherence Variance widget, set the date range to Last 7 Days, and select their Scheduling Unit.
The scatter plot loads, allowing the supervisor to quickly identify several red dots (agents with adherence below 70%) clustered on the far left, well below the median reference line. Two green dots appear on the far right, representing agents who consistently exceed 95% adherence.
The supervisor then uses the supporting data table to sort agents by Variance from Median and exports the results to share with team leads for coaching preparation.
Out of Adherence (OOA) Cause
Data Refresh Rate: 3 hours
Widget Refresh Rate: 15-20 minutes
Duration Support: Historical - up to 95 days
This widget displays the activities agents actually performed when they were out of adherence, compared to what was scheduled. Select one or more scheduled activities to view mismatches.
Permissions and Licenses
This widget is visible only to users with an active WFM license.
You must have these permissions:
-
Roles & Permissions > Permissions > WFM > Dashboard Widgets > Out of Adherence Cause: On
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Dashboard > Dashboards: View
-
Dashboard > Dashboards: Edit (Optional)
If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.
Settings
Field descriptions
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Display Name: Name the widget.
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Date Range: Set a Custom range or choose from options such as Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Current Week, Last Week, Current Month, and Last Month. You can view up to 25 months of historical data. By default, the widget displays data from the last 90 days.
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Team: Select the Teams to include in the widget.
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Agent: Select the Agents to include in the widget.
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Scheduled Activity: Choose one or more Scheduled Activities (for example, Break, Lunch, Meeting, or Training) to filter the treemap and display OOA data only for the selected activities.
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Scheduling Unit: Filter data by one or more Scheduling Units or teams.
By default, the widget opens in Chart view.
The Chart is organized into columns, one per scheduled activity. Within each column, blocks are colored by actual activity type. Each block shows the actual activity name and a count representing the number of instances.
Hover over any block to see a tooltip with the following details:
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Scheduled Activity Name
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Actual Activity Name
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Number of Instances
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Total OOA Duration
To see data in a Table format, click Options, then Widget Display to change the view to Table. The table provides a row-level breakdown of OOA events with the following columns:
| Column | Description |
|---|---|
| Scheduled Activity | The activity the agent was scheduled to perform. |
| Actual Activity | The activity the agent was actually performing. |
| OOA Duration | The total duration of the OOA period. |
| OOA Cause % | The percentage of the total OOA duration attributed to each scheduled activity. |
Click any column header to sort ascending or descending.
You can configure the Date and Activity filters directly from the inline filter bar. All other filters must be configured from the Settings menu. Filter changes update both the chart and the data table simultaneously.
Use Case Example
Scenario: Diagnosing a Drop in Adherence
A WFM Manager notices a drop in adherence scores for a specific team. Using the OOA Cause widget, they select Break and Meeting as the scheduled activities.
The treemap reveals that many agents were in Available or ACW status during those scheduled times. This insight helps the WFM Manager adjust the schedule and provide coaching to address the root cause of the adherence gap.