By utilising your integration, you are able to add users directly from your Dialpad account into Surfboard, removing the hassle of adding them one by one.
Your Surfboard account will hold your WFM license balance, making it easy to manage your agreed package. If at anytime you need to purchase more licenses, please reach out to your Dialpad Customer Success Manager.
Step 1: Add agents from Dialpad
Login to or open Surfboard
Navigate to Settings > Agents
Click 'Add agents'
A modal will open showing a list of your Dialpad offices and agents. You will also be able to see your available WFM licenses.
To add agents, check the box next to their name. As you select agents, you will see your license balance go down.
When you are ready, click Save.
The selected agents will now be added to your Surfboard account.
Step 2: Complete agent profiles
Once agents are added, some of their basic information will be synced from Dialpad for you (first and last name, email, timezone location). But, there are a few additional WFM specific fields you'll need to fill out.
Contractual details
You can choose to add a start or end date to the agent's profile. This is used to streamline the onboarding and offboarding of agents, and to prevent scheduling on days the agent is not yet working. Learn more about start and end dates here.
Next you'll be asked to enter the details of this agent's contract or applicable labour laws. This is to enable automated scheduling and validation to tell you if these rules have been broken. This includes:
Minimum and maximum weekly hours
Minimum and maximum daily hours
Rest time - the minimum time off required between shifts. This is 11 hours for the majority of the US and EU.
Working window - this is an optional field to add limitations to the days of the week or hours an agent can work.
Team and skills
Now assign the agent to the applicable team using the dropdown. If you haven't yet created a team, you can assign the agent later.
Finally, assign skills to the agent. Skills enable you to schedule skilled agents on the correct task, automatically.
Click save.
Additional settings for agents
Clocking in and out
You can enable clocking in and out to ask agents to submit the time they started or ended their shift. This data feeds into the real-time page, giving you instant visibility over their presence, and is also available in timesheets or via our API.
Open Surfboard and navigate to the Reporting > Timesheets
Click the Manage time reporting button at the top right corner of the page
Select the agents you want to clock in and out
Select any additional settings:
Allow surfers to enter custom times: Allows the agent to enter a clock-in or clock-out time in the past, in case they forget
Allow overtime any time: Agents can report on overtime outside of their scheduled hours or on days they are not scheduled to work
Click save.
Working availability
This setting allows agents to submit the days and times they're available to work via Surfboard. This is helpful for freelance or part-time staff who have varying availability. You can view agent's availability from the schedule.
Open Surfboard and navigate to the Surfers tab
Click the Settings button at the top right corner of the page
Select the agents you want to submit their availability
Click save.
FAQs
Can I add agents who aren't in Dialpad?
No, if you are a Dialpad customer, you can only add agents directly from Dialpad.
Can a user be an agent and an admin?
Yes, a user can hold both roles and access both apps. A user will only use 1 WFM license, even if they hold more than one role.
How do I remove agents from Surfboard?
Open Surfboard and navigate to the Surfers tab
Click the checkbox next to the agent's name
Scroll down in the form and click the Delete button
The agent will then be:
Deleted from the account including the schedule and reports
Their access will be removed and they will no longer be able to log in
Data for deleted agent's is available as downloadable timesheets.
Read our timesheets guide here.