Performance and reporting | Dialpad WFM Help Center

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Performance and reporting

Performance and reporting

How to track agent performance and time

13 articles

A guide to performance reportingLearn the basics of how to track performance

Performance reporting

How to track agent performance

Using the performance pageHow to view performance, read shift timelines and view real-time data

Very low scores or 'User not found' in the performance pageTroubleshooting performance and time-on-task issues

Performance metrics_{4 articles}

Real-time management

How to facilitate real-time management

Real-time dashboardLearn about Surfboard's real-time dashboard

Nudge off-task surfers via SlackLearn how to use Surfboard's Slack nudges

Schedule insights

How to analyse your schedules

How to track shrinkage and capacity with insightsLearn how to use the Insights page in your workflow

Tracking time on activitiesHow to keep track of how much time surfers are spending on different activities

Timesheets and clocking in and out

How to download reports on agent attendance

Clocking in & out and overtimeHow to enable clocking in and out and overtime tracking for your team

How to download a timesheetHow to download and use timesheets to track surfer hours