- 13 Dec 2024
- 2 Minutes to read
- Print
- DarkLight
- PDF
Auto-Schedule Shifts
- Updated on 13 Dec 2024
- 2 Minutes to read
- Print
- DarkLight
- PDF
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.
Select Schedule
Select the weekly view
Find an agent who is under their contracted hours
The difference between the agent's contracted and scheduled hours is listed under their name — a negative number means they have hours available.
To see how many hours an agent has available, hover over the circle graph.
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.
Select Schedule
Select the weekly view
Hover over a day with 0-2 shifts
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.