Assign Skills to WFM Agents

Skills are essential for effective workforce management. Assigning agent skills helps optimize scheduling, improve agent satisfaction, and enhance the customer experience by matching agents to the right tasks.

In Dialpad WFM, activities are assigned to an agent as a skill to signify that they are trained and able to work on these tasks. Some agents work as generalists, covering a range of tasks, while others specialize in specific activities based on their expertise.

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.  

Assign skills to WFM agents

Skills can be assigned to WFM agents from the Agents page, or when editing an activity.

Let’s look at each method.

Assign skills from the Agents page

To assign skills from the agents, head to your Dialpad WFM Settings.

1. Navigate to Company

2. Select Agents

3. Select the checkbox next to the agent you want to assign skills to
   

4. In the agent pop-up, navigate to Skills

5. Select all of the activities (skills) this agent is trained to do
   

6. Select Save selection

Assign skills when editing an activity

To assign skills when editing an activity:

1. Navigate to Schedule

2. Select Day

3. Select Activities

4. Select the edit beside the activity you want to assign to the agent
   

5. Navigate to Agents trained in this activity

6. Select the agent(s) who are trained to do this activity

   

7. Select Save

Frequently asked questions

Can I schedule based on agent skill?

Yes! Skills are primarily used when scheduling activities using Activity Plans.

By using skill filters, you can ensure that only skilled agents are scheduled time on certain activities, reducing scheduling errors or the need to keep track of their skills.

1. Create or edit an existing Activity Plan

2. Create or edit a break or activity rule

3. Navigate to Filter Agents, then select Add condition

4. Select Agent skill

5. Select the applicable operator

   1. Choose is any of to apply this rule to all agents who have this skill(s)

   2. Choose is none of to exclude this rule from agents who have this skill(s)

6. Select the relevant activity or activities from the dropdown

Note

When you update agent skills, you’ll need to reapply any activities filtered by those skills to refresh the schedule.

Can I view the schedule based on agent skills?

Yes. Filtering the schedule to show agents with specific skills is helpful when tracking coverage or making last minute changes.

To view the schedule based on specific agent skills:

1. Select Schedule

2. Select the desired view (Week or Day)

3. Select Filters

4. Select Filter skills

5. Check boxes of the skills you want to see

6. Select Apply
   

That’s it! The schedule will then be filtered to only show agents who have the selected skill(s).