Real-time management is crucial for effective customer support. By tracking real-time agent activity and identifying potential bottlenecks, you can improve customer satisfaction and reduce response times.
Let’s dive into the 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.
Access the WFM real-time dashboard
Dialpad WFM’s real-time dashboard displays your team's current distribution, broken down by agents, activities, and queues.
To access Dialpad WFM’s real-time dashboard, open Dialpad WFM, then select Real-time..png)
Coverage chart
The coverage chart provides a real-time view of workforce coverage, helping you quickly assess staffing levels and make informed staffing decisions.
The chart includes an on-shift summary and a per-activity breakdown with the following metrics:
In Adherence: Displays the number of agents currently following their assigned schedule and activity.
Scheduled: Displays the number of agents planned to work on a specific activity.
Skilled: Displays the total number of agents qualified to support an activity.
Agent breakdown
The agent breakdown table provides real-time visibility into individual agent performance and workload.
For each agent, you’ll see:
Their name and team.
Their current adherence status, and how long they've been in that status.
Only available for supported connections.
Their Dialpad status and queue their in.
Their current scheduled activity.
Their adherence score.
Their reported start time (if time reporting is enabled).
Their first interaction, i.e. the time WFM first tracked this agent in the linked ticketing system.
Only available for supported connections.
Hover over a data point to see more information.
Tip
If time reporting is not enabled for an agent, the reported start column will show an ‘enable reporting’ label. Click the link to access time reporting settings from the Timesheets page.
Frequently asked questions
Can I update the dashboard to show specific agents or teams?
Absolutely! Use the agent filter to choose which agents and teams you want to see.
How do I know if staffing will change?
If an activity's staffing level is about to change within the next 30 minutes, a notification will appear on the activity card indicating the expected change.
For example, if two additional agents are scheduled to start working on live chat and three agents are scheduled to stop working on tickets, you’ll see a +2 on the Chat activity and a -3 on the Tickets activity. 
Is the data truly real time?
Dialpad WFM’s Real-Time Dashboard updates every minute.
Can I make changes in real-time?
Yes, you can edit schedules directly from the WFM real-time dashboard using the Redeployment page.
Select the activity that needs additional coverage
Review available agents
Select a redeploy option
Agents starting soon
Agents switching soon
Agents redeployed elsewhere
Agents available later
Select Redeploy now
After an agent is redeployed, the schedule update takes effect immediately and the agent is automatically notified through Dialbot.
Tip
You can also select Check schedule to bring up a preview of your schedule right on the real-time dashboard page.
Note
Agents using the Dialpad WFM Slack App are notified in Slack whenever their schedule is updated.
What if time reporting isn’t enabled for an agent?
If time reporting hasn’t yet been enabled for an agent, you’ll see Untracked listed in the Adherence column. To begin time reporting for them, select Enable reporting.