Dialpad WFM currently supports performance for Dialpad, Zendesk, Intercom, Aircall, Dixa, Helpscout and Salesforce.
If you'd like to make a connection, ask your Customer Success manager to get you set up.
What is time-on-task?
Time-on-task is what we call adherence at Dialpad WFM. The calculation used for time on-task can be described as:
"The total time you were scheduled less the total time you were off-task (not following the schedule) represented as a percentage score"
Here's a simple example of how it's calculated:
How to start tracking time-on-task for your team
1️⃣ Make your performance connection
Dialpad WFM uses additional systems to your standard forecasting connection to pull performance data. Your Customer Success manager will guide you through the simple process of getting set up.
2️⃣ Link your activities to queues
If you haven't already, you need to link queues to your queue activities. The system can only track adherence for activities that have been linked to queues. When an activity is linked to a queue, we count it as a 'queue activity'.
3️⃣ You're all set up!
You'll be able to see time-on-task data in the performance page within hours. Head to your performance page to take a look around.
What we track per system
What we track varies a little bit per system. In every case we are checking which agent was assigned to the ticket, what changed and what time it changed. For example, Sam closed ticket #1234 at 9.05 on Monday 1 Aug 23.
Zendesk
When the status of a ticket changes (open, solved, or pending)
Whenever a message is added to a ticket. This can be an internal note or message, or a reply sent to a customer (this does not include 'side conversations').
Intercom
When the status of a ticket changes (open, closed, or snoozed)
Whenever a message is sent to a customer.
Dixa
When the status of a ticket changes (open, closed, or snoozed)
Whenever an internal note is added to a ticket.
Aircall
When the status of a ticket/call changes (open, closed, or snoozed)
Salesforce
When the status of a case changes (open, closed, or snoozed)
💡 Please note, if you use workflows which change the status of a ticket automatically (e.g. if no response for 2days, set status to closed) while an agent is still assigned to the ticket, this can create erroneous events.
How scores are calculated
The system gives a time-on-task score (or adherence as it's sometimes called) for every day that an agent has a scheduled shift.
An agent starts with a score of 100%. Whenever an agent does something differently than what was scheduled, or is inactive while they should be working on queues, this time detracts from their score.
For example, Jane is scheduled on 'Phones' for 1 hour. During that time, Jane took an unplanned 15-minute break. This means Jane was only on-task for 45 out of the 60 mins she was scheduled for. This gives her a time on-task score of 75%.
What detracts from your score ⬇️
For time scheduled on queue activities
When an activity is linked to a queue, we count it as a 'queue activity'.
When queue activities are scheduled, the system checks to see if the agent was working in the linked system (e.g. Zendesk) at that time. If the agent becomes inactive or starts working in the wrong system, this will detract from their score.
For time scheduled on offline activities, breaks and meetings
When offline activities (i.e. activities not linked to queues), breaks or synced calendar events are scheduled, the system does not expect to see any agent activity inside of your integrated systems.
As a result, this time is usually 100% on task. An agent's score will only be lowered if they are working in a ticketing platform when they were not scheduled to be. For example, an agent is working in Intercom when they are scheduled to be on a break.
👍 Agents will never be penalised for taking planned breaks, attending meetings, or doing offline work. Learn more about syncing calendar events
Want to dig into the technical nitty-gritty of how time-on-task scores are calculated?
Our transparent guide provides you with the details of our calculations.