Add WFM Agents

Once agents have been added to Dialpad WFM, admins can schedule them to queues and track their performance data. 

Let's dive into the details. 

Who can use this

Dialpad WFM is available to all Dialpad users.

Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.  

Note

You must add agents to your Dialpad office first before inviting them to join Dialpad WFM.

Add a WFM agent

To add a WFM agent, head to Dialpad WFM.

1. Navigate to Company Settings

2. Select Offices and agents

3. Select Add agents

4. Enter the agent’s name in the search bar, then check the box beside their name

   1. Use Select All to add everyone.

   2. Use the Office filter to view agents belonging to specific Dialpad Offices.
      

5. Select Add

Your newly added agents will appear in the Unassigned section of the Agents page.

Once you’ve added the agent, its time to add their start date and contractual details.

Manage agent’s hours and skills

To manage your agent’s working hours and skills, head to the Agents page.

1. Navigate to the Unassigned section

2. Select the agent you’re adding

3. Select their timezone

4. Enter their start date

5. Enter their end date (optional)

6. Enter their contract hours

   1. This is how many hours you’ll allow them to work per day and per week.

7. Enter their rest time

   1. This is the minimum amount of hours they can have between work days.

   2. For most industries in the US and EU rest time is 11 hours, but be sure to review your agent’s contract and your local labor laws.

   

8. Enter their working window

   1. Working windows determine between which hours an agent can work.

   2. Use as many working windows as needed.

9. Select which activities the agent is skilled in

10. Select which team they will belong to

11. Select Save agent
    

Additional agent settings

• Time reporting: Enable clocking in and out to ask agents to submit the time they started or ended their shift. This data feeds into the real-time page, giving you instant visibility over their presence, and is also available in timesheets or via our API.

• Working availability: Let agents tell you when they're available to work. This is helpful for freelance or part-time staff who have varying availability.

Copy work hours and skills

Need to copy an agent's working hours and skills to another agent? It's quick and easy!

First, select an agent from the Agents page.

1. Navigate to Manage agent

2. Select Copy
   

3. Select agent settings you wanted to copy:

   1. Hours per week

   2. Hours per day

   3. Minimum rest time

   4. Working window

   5. Skills
      

4. Select To these agents

5. Choose a team and/or agents

6. Select Apply

7. Select Save

Tips

When copying Working window and Skills, you can choose to Add to Existing or Replace Existing—whichever works best for your agent!

If you choose Add to Existing for Working window and Skills, the copied agent’s skills will be merged with the current agent’s skills.

Frequently asked questions

How do I invite agents to Dialpad WFM?

Agents are not automatically granted access, you’ll need to send them an email invitation.

To send an invite, select the Send invite button next to their name. If an agent didn’t receive your invite, you can resend it from this page, or copy the invite link to share it manually.

If you are using start dates, you can choose to to automatically send their invitation on their start date.

How do I remove agents from Dialpad WFM?

To remove a WFM agent, head to the Agents section of your WFM Settings.

1. Check the box beside the agent who you want to delete

2. Navigate to the bottom of the form, then select Delete agent

The agent will  be deleted from the account (including the schedule and reports) and their access will be removed so they cannot log in. Data for deleted agent's is available as downloadable timesheets.