Configure Agent Working Hours

Use the Schedule tab in an agent's profile to define when they can work and which shifts they can be assigned.

These settings help Dialpad WFM create schedules that align with each agent's availability and working preferences.

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 access the agent schedule.

Access the agent schedule

To access the agent schedule, go to Agents.

1. Select an agent

2. Select Schedule

   

Note

You can also open an agent's profile directly from Shifts View by selecting their name

There are two sections under the agent schedule tab:

Shift options

Define the types of shifts an agent should work during the week and how often each shift should occur.

For example:

• Early shift — 1 time per week

• Middle shift — 2 times per week

• Late shift — 2 times per week

  

Dialpad WFM distributes these shifts across the agent's available days based on forecasted demand.

Working days

Control an agent's availability for each day of the week. For each day, you can:

• Leave it open

• Assign one or more shifts

• Set custom working hours

• Disable the day entirely

  

Dialpad WFM uses both Shift pool and Scheduling rules when generating schedules.

Manage scheduling rules

For each day, choose one of the following:

• Open day: Leave the day open for flexible scheduling.

• Shifts: Assign one or more predefined shifts. If multiple shifts are assigned, Dialpad WFM selects the best option based on forecasted demand.

• Custom time: Set a working window and optional shift duration for that day.

Notes

On open days, Dialpad WFM uses any remaining shift option first, then schedules additional shifts based on the agent's contract settings if needed.

Working days take priority over the shift options if a day has assigned shifts or custom times, those settings are used. Shift options are only applied to open days and do not override existing working days.

Tip

Schedule settings use the agent's default timezone unless a different timezone is selected in the Schedule tab.

Bulk update schedule settings

You can bulk update multiple agents at once. To bulk update multiple agents, go to Agents.

1. Select the agents you want to update

   

2. Select Edit Settings > Schedule

3. Make the desired changes > Update Settings

   

This is useful when multiple agents share the same working pattern.

Notes

Working days settings are automatically migrated to the Schedule tab. Review and update agent schedules as needed.

Agents can still be scheduled using their contract settings without configuring working days.

Frequently asked questions

Do I need to configure working days?

No. Agents can still be scheduled using their contract settings. However, working days provide more control over schedule generation.

Does schedule settings affect Auto-schedule and Generate Schedule?

Yes. Both Auto-schedule and Generate Schedule use an agent's Schedule settings when creating schedules.

Can I set different rules for different weeks?

No. Schedule settings apply every week. For multi-week rotations, use Shift Plans.

Can agents see their schedule settings?

No. Schedule settings are only visible to admins.

Where do I create shifts?

Create shifts in Shift Plans, then reuse them in the Schedule tab.