Getting Started With Dialpad WFM

Dialpad WFM simplifies workforce management for contact centers by forecasting demand, scheduling shifts, and tracking performance. It integrates with tools like time-off systems and customer service platforms to ensure agents are optimally scheduled, meeting SLA goals while maximizing efficiency.

You can use Dialpad WFM to:

• Forecast volumes for your queues, inboxes, or channels.

• Understand the number of agents required to meet your targets and SLAs.

• Simplify and automate your scheduling process.

• Track performance across agents, teams, and activities.

• Facilitate real-time management.

• View and export reports.

This article highlights the seven steps you need to follow to get started with Dialpad WFM.

Log in to Dialpad WFM

After your account is created, check your inbox for an email invite to get started.

You can also access Dialpad WFM directly from Dialpad’s Admin Portal:

1. Select the WFM icon
   

2. You'll be directed to the WFM login screen, select Continue with Dialpad

Review forecasts

Your Dialpad WFM account is synced with your company’s Dialpad account, importing 12 months of historical voice and SMS data, including inbound and outbound calls and Contact Center activity.

Visit the Queues page to see ticket groups for each Voice Contact Center, and review the Average Conversation Time (ACT) for accuracy.

Learn more about forecasting.

Connect your time off calendar

By syncing your team's HRIS or time-off calendar with Dialpad WFM, you gain:

• Full visibility into agents' schedules.

• Automated adjustments for planned absences.

• Shrinkage monitoring for better planning.

• Accurate timesheets for all agents.

This integration streamlines scheduling and ensures optimal staffing while accounting for your team’s availability.

Learn more about time off integrations.

Add your team

Now it's time to add your team to Dialpad WFM. By adding agents and admins through your integration, you'll be able to:

• Schedule agents

• Track performance data

• Provide access to the tool

• This seamless process helps streamline management, ensuring agents are ready for scheduling and tracking in no time.

Learn how to to add agents.

Create schedules

Once your forecast is live and your teams are set up, you can create demand-driven schedules in Dialpad WFM. Scheduling is done in two parts:

• The shift schedule determines when agents work.

• The activity schedule outlines the tasks agents will perform during their shifts.

This ensures your schedules are aligned with both team availability and operational needs.

Learn how to create a schedule.

Onboard your team

Once your account is set up and the schedule is made, the final step is to invite your agents to the platform.

You can send invites manually, or automate them when onboarding.