This guide is designed for new admins joining an existing account. If you're setting up the Dialpad WFM account for your organisation, view this guide instead.
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
1. Login to the app
You can 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.
2. Take a tour of the platform
Watch our short video to learn about all the features available to you.
How to use Dialpad WFM
We recommend reading through the overview guides of each of the three main areas of Dialpad WFM so you can get the most out of the system.
Forecasting
Scheduling
Performance reporting