This guide is designed for new admins joining an existing account. If you're setting up the Surfboard account for your organisation, view this guide instead.
What is Surfboard?
Surfboard 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.
Surfboard 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 Surfboard do for me?
Managing a customer support team is a complicated process involving multiple steps, people, tools and data sources. Surfboard streamlines these workflows, allowing you to forecast, schedule, track performance and monitor your entire function in one simple tool.
You can use Surfboard 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. Accept your invitation
You should find an invite to join Surfboard in your email inbox.
If it's not in your inbox or spam folder, just let us know and we'll send one over.
Click accept invite and log in for the first time.
Surfboard can be accessed through www.app.teamsurfboard.com - we recommend bookmarking this link 👌
2. Take a tour of the platform
Watch our short video to learn about all the features available to you.
How to use Surfboard
We recommend reading through the overview guides of each of the three main areas of Surfboard so you can get the most out of the system.
Forecasting
Scheduling
Performance reporting