Use the Redeployment Panel to quickly reassign agents between activities during a live shift.
Instead of manually reviewing schedules, skills, and agent status across multiple pages, the Redeployment Panel shows eligible agents, available actions, and projected coverage changes in one place.
Let’s dive into the details.
Who can use this
Dialpad WFM is available to all Dialpad users and as a standalone product.
You must be a WFM Admin to Generate a Schedule.
Use agent redeployment
Use agent redeployment when staffing needs change during the day, such as:
Unexpected increases in contact volume
Unplanned absences
Overstaffed activities
Changes in service levels
Redeployment helps you quickly move skilled agents where they are needed most.
Redeployment options
Agents starting soon | Agents whose next scheduled activity is the selected activity. Available action: Move the agent to the activity immediately. |
Agents switching soon | Agents currently working on the selected activity who are scheduled to leave it within the next hour. Available action: Extend their time on the activity by:
|
Agents deployed elsewhere | Agents who are skilled for the selected activity but are currently working on a different activity. Available action: Redeploy the agent immediately. |
Agents available later | Future schedule blocks that can be reassigned to the selected activity. Available action: Redeploy the future block. |
Redeploy agents
To redeploy agents, head to WFM real-time dashboard or Dialpad live dashboard.
Select the activity that needs additional coverage
Review available agents
Select a redeploy option
Agents starting soon
Agents switching soon
Agents redeployed elsewhere
Agents available later
Select Redeploy now
Notes
Agents in meetings or on breaks can't be redeployed.
Redeployment does not affect Generate Schedule, Activity Plans, Shift Plans, or existing publishing workflows. WFM permissions continue to control which agents can be redeployed.
Once published, the schedule change takes effect immediately. Coverage and adherence are updated, and the agent is notified through Dialbot or Slack.
Tip
A coverage chart at the top of the panel shows staffing levels for the selected activity. The chart displays the previous 15 minutes and the next hour, updates in real time as you make changes, and shows the projected impact before you publish.
Frequently asked questions
Why can't I redeploy agents from a break?
Breaks are shown for visibility only. Agents cannot be moved or have their break adjusted once it has started.
What happens if another admin changes an agent's schedule?
If an agent's schedule changes before you publish, that redeployment action fails. Any successful changes are still applied.
Why can't I make changes in bulk?
Redeployments are published individually to prevent conflicts and ensure schedule changes are applied accurately.
Will agents know their schedule changed?
Yes. Agents receive a Dialbot or Slack notification with their updated schedule.