Dialpad’s time reporting tools let your agents log their own working hours — whether they’re clocking in and out of scheduled shifts or reporting unplanned overtime.
As a manager, you have control over Who can use this and the extent of their reporting capabilities. All time reports are automatically tracked and can be easily downloaded as a timesheet from your manager account.
Let’s dive into the details.
Who can use this
Dialpad WFM is currently in an Dialpad WFM is available to all Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan. Early Adopter Program; please contact your Customer Success Manager if you want to join.
Turn on time reporting
By default, time reporting is turned off. If you want agents to be able to log their own hours, you’ll need to turn on our time reporting feature.
To turn on time reporting, head to the Reports section of Dialpad WFM.
Select Timesheets
Select Manage time reporting
Select who you want to be able to log time
Choose to enable time reporting for individual agents, specific teams, or everyone.
Choose if you want agents to be able to enter custom times
This is helpful if an agent forgets to clock in or out.
Choose if you want agents to be able to report unscheduled overtime.
This is helpful if your queues are busy and an agent jumps online for a few extra hours to help out.
Select Save
That’s it! Time reporting is now enabled for the selected agents and/or teams.
Tip
Time reports are automatically included in Dialpad’s timesheets.
To view the specific times that an agent clocks in or out of a shift, download a 'breakdown of each shift' timesheet.
In this view, you can easily compare their scheduled start and end time to their reported start and end time.
To get a cumulative view of how your agent's reported hours add up over a longer period, download a 'cumulative summary' timesheet.
In this view all the agents reported hours will be totaled alongside their scheduled hours (total_scheduled) under the reported hours (total_reported)
Turn off time reporting
Time reporting can also be turned off for individual agents or teams.
To turn off time reporting, head to the Reports section of Dialpad WFM.
Select Timesheets
Select Manage time reporting
Uncheck the box beside the name of the agent or team that you want to turn off time reporting for
Select Save