Auto-Schedule Shifts
    • 13 Dec 2024
    • 2 Minutes to read
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    Auto-Schedule Shifts

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    Article summary

    Create shift schedules effortlessly with Dialpad WFM's auto-schedule tool. It optimizes coverage while meeting contract needs and allows you to generate shifts for a day or an entire week with just one click.

    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.  

    How auto-scheduling works

    Auto-scheduling makes creating schedules that meet agent contract limits and align with peak service demands easy. It automatically adjusts shift timing to comply with agent availability, minimum rest periods, and required working hours. Not only that, it also prioritizes scheduling in low-staffed or uncovered times to optimize coverage and reduce manual adjustments, saving admins time and streamlining workforce planning.

    Best practices

    To make the most of Dialpad WFM's auto-schedule tool, ensure each agent's contract details are current.

    Before using auto-schedule, verify the following agent information is up-to-date.

    • Minimum and maximum weekly hours

    • Minimum and maximum daily hours

    • Rest periods between shifts on different days

    • Working windows to set specific days or times the agent is available

    Auto-schedule can be used to create weekly or daily schedules.

    Let’s look at each.

    Generate a weekly auto-schedule

    To generate a weekly auto-schedule, head to Dialpad WFM.

    1. Select Schedule

    2. Select the weekly view

    3. Find an agent who is under their contracted hours

      1. The difference between the agent's contracted and scheduled hours is listed under their name — a negative number means they have hours available.

      2. To see how many hours an agent has available, hover over the circle graph.

    4. Select Fill

    That’s it! Dialpad will schedule a week's worth of shifts to optimize coverage while ensuring that each agent’s contractual requirements are met.

    Generate a daily auto-schedule

    To generate a daily auto-schedule, head to Dialpad WFM.

    1. Select Schedule

    2. Select the weekly view

    3. Hover over a day with 0-2 shifts

    4. Select Fill

    That’s it! Dialpad will schedule a daily shift to optimize coverage while ensuring that each agent’s contractual requirements are met.

    Frequently asked questions

    Can auto-schedule create shifts for my whole team?

    No. Auto-schedule only generates shifts for one agent at a time, without ensuring consistency across the team or between weeks.

    Does auto-schedule create equal workload for agents?

    No. The system will look for shifts that provide the best coverage while staying within the contractual constraints of the agent.
    When creating a custom shift, Dialpad WFM will always try to schedule the minimum shift length so you can use less resource and reduce costs.

    When building a shift, the algorithm takes the following details into consideration:

    • The best coverage.

    • Days with lower staffing take priority.

    • Intervals with 0 staffing take priority.

      • An interval or day with a higher requirement than another will also take priority.


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