- 04 Feb 2025
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Edit an Activity Plan
- Updated on 04 Feb 2025
- 2 Minutes to read
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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.
Select Activities
Choose an activity or break from the list
Hover over any available space in an agent’s shift
Select the + icon
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.
Select Tools
Select Find and replace
Navigate to Find, then select the activities you want to update
Select Done
Navigate to Replace with, then choose an activity to replace it with
Select the time interval
Select teams or agents
Select Save
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.
Select an agent’s activity
Select Switch Activity
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.
Select an agent’s activity
Select Change duration
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!
Go to your WFM Settings
Select Admins
Select yourself
Navigate to Admin Privileges
Verify that you have View and edit permissions for the team’s plan that you want to edit
Select Save
Return to the Activity Plan and make the desired changes