What does the integration do?
Please note, Dialpad WFM's Dialpad integration currently only supports Voice Contact Centers for forecasting and performance.
Once connected, the system will pull historical data from Dialpad to:
Show your actual contact volume from Dialpad within Dialpad WFM
Generate forecasts and staffing requirements
Performance, adherence and productivity tracking for agents
Single Sign On (SSO) login using Dialpad credentials
Provision users from Dialpad
How to set-up forecasting via Dialpad
Your Dialpad account will be automatically linked for you
When you purchase WFM licenses, your Dialpad and Dialpad WFM accounts will be automatically linked. This integration enables the flow of data from Dialpad to Dialpad WFM.
What's next?
The system will now download 12 months of historical contact volumes from your Dialpad account. This process will take 24-48hrs to complete, depending on the volume of contacts in your account.
1. Configure your queuess
Dialpad WFM will automatically create a queue for each of the Voice Contact Centers in your Dialpad account.
This will sync:
The name of the Voice Contact Center
Filters to select only the calls and sms that relate to that Voice Contact Center
The SLA used
An activity linked to this queue will also be created, which is used for scheduling.
What you need to do
For each queue, you need to review and update the Average Conversation Time (ACT), referred to as Average Handle Time (AHT) in Dialpad, to it.
It's important that this data is accurate as this will be used to turn your forecasted volume into a staffing requirement. You can find out how to find your AHT in Dialpad using this guide.
Optional: If you want to, you can also create custom queues to combine data from multiple contact centers, or further refine the contacts within a single contact center.
View definitions for filters available for Dialpad
View definitions for filters available for Dialpad
direction
Whether the contact was inbound (customer initiated) or outbound (agent initiated)
Options: inbound, outbound
isTransferred
Whether or not the call was transferred at some point in it’s journey
Options: true, false
MMS
Whether or not the contact was an MMS
Options: true, false
targetID
The name of specific Voice Contact Centers
Options: Select from a list of the Voice Contact Centers in your Dialpad account.
targetType
The target type
Options: Coaching Group, Contact Center, Department, Office, User
type
The type of contact
Options: Call, SMS
2. View your forecast!
Your forecast will now be ready to view. Head to the Forecasts page to view your forecast up to 12 months ahead of time.
How to provision users via Dialpad
The integration enables user provisioning from Dialpad. This means that you are able to add users directly from your Dialpad account to your Dialpad WFM account, sharing their basic personal details and enabling them to sign in seamlessly.
How to set-up performance tracking via Dialpad
The system will track agent productivity and adherence in Dialpad using your integration.
1. Link activities with queues
The system will automatically create a linked activity for each of your queues (i.e. Contact Centers), so you can skip this step if you you don't need to do any custom mapping.
In order to correctly mark agent activity as 'on-task' or 'off-task', you need to define which activities are 'queue activities', i.e. agents should be working in Dialpad as this time.
Navigate to the day view of the schedule
Open the activities sidebar by clicking “Add activities”
Select the activity you want to link to a forecast and click the edit icon ✏️
Toggle 'link to a forecast' on and select the relevant queue(s) from the dropdown
Set-up is complete!
2. View performance in real-time!
You can now monitor agent's Dialpad presence and activity in the real-time page and performance page.
FAQs
How are contacts counted for forecasting?
For Calls:
The system counts each leg of the call journey
If you get a call in Contact Center A and it’s transferred to Contact Center B, then we will count the call for both queues.
This only applies if the call is transferred to a contact center. If the call is transferred directly to an agent (own number), it won’t be counted.
For SMS:
SMS can’t be moved so it will always be counted once for the entry Contact Center.
What events or actions are counted for agent performance?
For Calls:
Inbound: When a call is answered by an agent (open) and hung up by any user (closed).
Outbound: When the call is answered by a customer (open) and hung up by any user (closed). Or, when leaving a voicemail.
The on-hold state does not apply to Dialpad calls.
For SMS:
When an agent responds to (inbound) or sends (outbound) an SMS. This will be counted as a comment in reporting.
Do you include agent's Dialpad status in their time-on-task data?
No. Dialpad's time-on-task data is based on tracked actions in Dialpad. This currently does not include the agent's Dialpad status, but we are planning to support this in future.