What is Dialpad WFM?
Dialpad WFM is a Workforce Management (WFM) tool which helps contact centres to optimise their staffing by forecasting customer demand, scheduling shifts, and tracking real-time performance. It ensures agents are available at the right time and place to help customers, and hit targets, like SLAs.
Dialpad WFM integrates data from various systems including time off, customer service platforms, like Dialpad, and meetings to provide one source of truth for how time is utilised in a contact centre.
What can Dialpad WFM do for me?
Customer service isn't easy. It's an important and demanding role which is easier when you're happier.
Dialpad WFM is designed to provide ⚖️ balance, 🧠 trust and 🤙 fulfilment for agents.
Dialpad WFM puts the power in your hands with scheduling that bends to your preferences and availability rather than forcing you into a workflow that doesn't fit.
You can access Dialpad WFM using the tools you already use with automatic updates to your calendar and instant Slack notifications.
You can use Dialpad WFM to:
View you and your team's schedules, any time, anywhere
Submit your working availability or request to change your shift
Clock in and out of shifts
View your own performance data
Export your schedule to Slack or your own calendar
Provide anonymous feedback on your schedule to your manager
Getting started
1. Login
Login to the Dialpad App
Navigate to the Ai Contact Centers tab
Click the WFM button in the top right corner
You'll be taken to a login screen. Click 'Continue with Dialpad'
Your Dialpad account will be used to authorise access to Dialpad WFM. From now on you'll be able to jump between the two accounts without having to login again.
2. Take a tour of the platform
Watch our short video to learn about all the features available to you.
3. Set-up integrations
Integrate Dialpad WFM into the tools you already use to simplify your workflow.
Add your Dialpad WFM schedule to your calendar
Import your Dialpad WFM schedule into your work or personal calendar to keep track of your shifts.
For Google Calendar users: Dialpad WFM integrates directly with Google Calendar to keep your schedule in-sync. How to connect
For Outlook or other calendar users: Add Dialpad WFM to your calendar via iCal to keep your schedule in-sync. How to connect
Sync your meetings into your schedule
Sync your meetings and calendar events into Dialpad WFM to provide better visibility and avoid being double booked.
For Google Calendar users: If enabled by your admin, Dialpad WFM will automatically sync your meetings into the schedule using your integration. If you integrate your GCal with Dialpad, you'll also be able to view your Surfboard schedule within Dialpad
For Outlook or other calendar users: Invite block@teamsurfboard.com to any calendar event to sync it into all invitees Dialpad WFM schedules. Learn more
Add Dialpad WFM to Slack
The Surfboard for Slack App keeps you up-to-date with the latest schedule. Receive notifications whenever you schedule changes, as well as reminders of when to switch task, take a break or finish up for the day.
Sync your Slack status with your schedule to show your colleagues which task you're working now, making it easier to find people to help. How to connect to Slack