We recently announced that Surfboard has been acquired by Dialpad. As part of the acquisition we are making some changes to the product. Rest assured, these changes are mainly aesthetic, or to improve usability. The features you know and use will largely remain untouched.
Branding
On November 12, Surfboard is becoming Dialpad WFM.
As part of this change, the UI of the app will be updated slightly to better align with Dialpad brand. This largely consists of logos, colour, icons and typography.
Changes to the UI will start to roll out into the product in the next few weeks.
Logging in
As you may have seen, our login flow now includes an additional step to direct users to login via Dialpad, or using email or SSO as usual. If you are not a Dialpad customer, please use the ‘continue’ button and login as normal.
On November 12, Surfboard will move to the Dialpad domain “wfm.dialpad.com”. This means that the URL of the app will change. We will redirect previous URLs so any links you previously used will still work.
However, we do recommend you update any bookmarks anyway and add this new URL to your company whitelist if applicable.
App navigation
To improve usability of the app, we are making some small changes to the navigation of the Admin app. This is designed to make it easier to access the pages you use most.
The primary pages of the app are to be rearranged to match the order in which they’re used in the WFM workflow: Forecasts, Schedule, Real-time, Reports
The ‘surfers page’ (soon to be called ‘Agents’) will move to settings.
Ticket groups (soon to be called ‘Queues’) has already moved under the Forecasts page.
Changes to the navigation will arrive shortly.
Terminology
As part of this project, we have also reviewed all our terminology in the app. This is aimed to improve understanding and legibility.
Changes to terminology will start to roll out into the product in the next few weeks.
Previous | New |
Surfboard | Dialpad WFM |
Surfers | Agents |
Managers | Admins |
Ticket groups | Queues |
Tickets | Contacts |
Service activities (i.e. activities linked to ticket groups) | Queue activities |
Time in lieu | Time off in lieu |
Set amount of surfers (activity rule) | Fixed staffing |
Total time (activity rule) | Allocate time |
Fill shift (activity rule) | Fill unscheduled time |
Apply plan | Add to schedule |
Ticket session (i.e. a period of time an agent spends working on a contact) | Working session |
Our goal is to cause the least disruption possible to your workflows. Many of these changes will be subtle, but should enhance your experience overall, while helping us to better align with the Dialpad brand, too.
If you have any further questions, please contact your Customer Success Manager.