Edit an Activity Plan
    • 04 Feb 2025
    • 2 Minutes to read
    • Dark
      Light
    • PDF

    Edit an Activity Plan

    • Dark
      Light
    • PDF

    Article summary

    Need to fill gaps or create a schedule that doesn't follow the usual rules of your team? You can manually edit or add activities to your agents’ schedules.

    Let’s dive into details.

    Who can use this

    Dialpad WFM is available to all Dialpad users, and as a standalone product.

    Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.  

    Add an activity

    To add an activity, go to Schedule in Dialpad WFM.

    1. Select Activities

    2. Choose an activity or break from the list

    3. Hover over any available space in an agent’s shift

    4. Select the + icon

    5. Select Publish

    That’s it! Your team will be notified of the schedule changes.

    Change multiple activities

    You can choose multiple activities and replace them with a different one as needed.

    To change multiple activities, go to Schedule in Dialpad WFM.

    1. Select Tools

    2. Select Find and replace

    3. Navigate to Find, then select the activities you want to update

    4. Select Done

    5. Navigate to Replace with, then choose an activity to replace it with

    6. Select the time interval

    7. Select teams or agents

    8. Select Save

    9. Select Replace

    The schedule will be in draft mode after, and you’ll need to publish the activity changes to share the updates with your team.

    Switch activity

    Switch an activity to reassign tasks or adjust an agent’s schedule.

    To switch an activity, go to Schedule in Dialpad WFM.

    1. Select an agent’s activity

    2. Select Switch Activity

    3. Choose from the Assigned or Not assigned activity list

    The schedule will be in draft mode after, and you’ll need to publish the activity changes to share the updates with your team.

    Change activity duration

    There are a few ways to extend or shorten the duration of an activity.

    To change the activity’s duration, go to Schedule in Dialpad WFM.

    1. Select an agent’s activity

    2. Select Change duration

    3. Choose the duration from the list

    The schedule will be in draft mode after, and you’ll need to publish the activity changes to share the updates with your team.

    Note

    Quickly fill any gaps in your schedule by selecting Fill available space from the list of duration.

    Hover over the left or right edge of an activity to adjust it: drag to extend or shorten, or double-click to fill all available space.

    Frequently asked questions

    Why won’t it let me edit an Activity Plan?

    If you see a “This plan contains agents who you don’t have permission to edit” error when trying to edit an Activity Plan, you likely don’t have admin permissions for all of the agents in that plan and/or team.

    Fortunately, it’s a simple fix!

    1. Go to your WFM Settings

    2. Select Admins

    3. Select yourself

    4. Navigate to Admin Privileges

    5. Verify that you have View and edit permissions for the team’s plan that you want to edit

    6. Select Save

    7. Return to the Activity Plan and make the desired changes


    Was this article helpful?