---
title: "Onboarding and Offboarding Agents"
slug: "onboarding-and-offboarding-agents"
updated: 2024-12-13T22:42:21Z
published: 2024-12-13T22:42:21Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Onboarding and Offboarding Agents

Streamline hiring and offboarding with Dialpad WFM’s. Just set an agent’s start or end date, and Dialpad WFM takes care of the rest, automatically adjusting their schedule, updating team visibility, and managing system access.

Let's dive into the details.

> [!NOTE]
> Who can use this
> 
> Dialpad WFM is available to all Dialpad users.
> 
> Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.

## Understanding start and end dates

When a start or end date is added to an agent’s profile, any days outside these dates will be inactive. This means:

- You won’t be able to manually add shifts or activities for these dates.
- Shift and activity plans won’t apply to inactive dates.
- If the agent’s turn in a Round Robin rotation falls in their inactive period, that shift won’t be scheduled.
- Access to Dialpad WFM is restricted outside these dates.

This lets you plan ahead and add an agent to a shift or activity plan at a time that suits you, rather than having to rush and make edits on their first or last day.

## Onboard a new agent

To onboard a new agent, head to **Dialpad WFM**.

1. Select **Settings**
2. Select **Add agent +** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/settings-add-agent(1).png)
3. Enter the agent’s first and last name, and their email
4. Select **+ Add start date** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/add-start-date(1).png)
  1. Assign a start date
5. Select **+ Add end date** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/add-end-date.png)
  1. Assign an end date as needed
6. Assign their **Contract hours**
  1. This is how many hours they’ll work a week.
7. Enter **Rest time**
8. Select **+ Add working hours**
  1. Determine specific days, working time, and timezone
9. Select **Activities**
10. Select a team on the drop-down ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/save-agent.png)
11. Select **Save agent**

Then, you can choose to schedule the new agent’s invite now or manually send the invite on or after their start date. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/wfm-invite.png)

If you schedule their invite, Dialpad will automatically send their invite at 0am on their start date.

## Offboard an agent

To offboard an agent, head to **Dialpad WFM**.

1. Select **Settings**
2. Select **Agents**
3. Select an agent

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/offboard-agenty.png)
4. Select **+ Add end date**
5. Select **Save agent**

You’ll be informed that the agent will lose access and prompted to remove any shifts scheduled after their end date. Both draft and published shifts will be cleared and won’t count toward coverage.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/remove-shifts.png)

If you select**Not right now**, any shifts (draft or published) will remain, but they will not count towards coverage. When the agent is removed on their last day, their shifts will be removed.

> [!WARNING]
> Tip
> 
> You’ll find a tag next to an agent’s name displaying their start or end date. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/start-end-date-schedule(1).png)

## Export timesheet for offboarded agents

You can still export timesheets for offboarded agents after their end date, so you’ll have accurate records even after they’re gone.

To download your timesheet, head to **Reports** in **Dialpad WFM**.

1. Select **Timesheets**
2. Select teams or agents drop-down
3. Choose how you’d like the data presented
  1. A breakdown of each shift: Displays hours during the selected shift(s).
  2. A cumulative summary: Displays hours as a cumulative summary over the selected time period.
4. Select the **Date range**
5. Check the box beside **Include deleted agents** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/export-timesheet.png)
6. Select **Download CSV**

## Related

- [WFM Reporting](/wfm-reporting.md)
- [Understanding Alternative Average Interaction Time](/understanding-alternative-interaction-time.md)
- [Understanding Adherence Logic](/understanding-time-on-task.md)
- [View, Edit or Download Timesheets](/download-a-timesheet.md)