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 and meetings to provide one source of truth for how time is utilised in a contact centre.
What can Dialpad WFM do for me?
Managing a customer support team is a complicated process involving multiple steps, people, tools and data sources. Dialpad WFM streamlines these workflows, allowing you to forecast, schedule, track performance and monitor your entire function in one simple tool.
You can use Dialpad WFM to:
Forecast each of your queues, inboxes or channels using your integrated systems
Understand the number of agents required to meet your targets and SLAs
Simplify and automate your scheduling process
Track performance across agents, teams and activities
Facilitate real-time management
View and export reports
Getting started
💡 You can access a set-up checklist from inside the app by clicking the Dialpad WFM logo in the top left corner of the page
First, login to the app
Once your account is created, you should find an email to login to Dialpad WFM in your email inbox.
You can also access Dialpad WFM directly from Dialpad:
Login to the Dialpad Admin App
Click the WFM button in the side navigation bar
You'll be taken to a login screen. Click 'Continue with Dialpad'
Your Dialpad account will be used to authorise access to Surfboard. From now on you'll be able to jump between the two accounts without having to login again.
1. Review forecast
Your Dialpad WFM account be linked to your company's Dialpad account. By this time, the system will have synced 12 months of historical voice and sms data from your Dialpad account. This includes both inbound and outbound, direct and Ai Contact Center calls.
If you navigate to the queues page, you should see a ticket group that corresponds with each of your Voice Contact Centers. At this point, it's best to review the Average Conversation Time (ACT) used in each one. You can find out how to get this number from Dialpad using this guide.
2. Connect time off calendar
By syncing your team's HRIS or time off calendar into the schedule, you can:
Get full visibility over agent's time
Automatically plan around your agent's planned time off and absences.
Monitor shrinkage
Create accurate timesheets for all agents
3. Add team
Now it's time to add your team into Dialpad WFM. Agents need to be added into Dialpad WFM so you can:
Schedule them
Track their performance data
Give them access to the tool
Using your integration, you can add agents and admins directly from your Dialpad account into Dialpad WFM.
4. Create schedules
Now, your forecast is live, time off is synced and your team are added you can start to create demand-led schedules.
In Dialpad WFM, schedules are created in two stages:
The shift schedule defines the days and times agents will come to work
The activity schedule defines the tasks and responsibilities that agents will do during their shifts.
Final step: Onboard your team
Once you've followed the steps listed above, your account will not be set-up and ready to go live!
The final step is to invite your agents to the platform so they can start following their schedules. We recommend sharing this getting started guide with your agents.
Get more from Dialpad WFM
Track agent performance
Set-up performance to automatically monitor productivity and attendance across agents, teams and activities via your integrated customer service or CRM platforms.
Follow Playbooks
We've prepared Playbooks to help you get the most out of Dialpad WFM. These guides highlight the tools you can use in Dialpad WFM to support your use-cases.