--- title: "Real-Time Workforce Management" slug: "real-time-workforce-management" updated: 2026-06-05T10:06:13Z published: 2026-06-05T10:06:13Z --- > ## 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. # Real-Time Workforce Management 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. > [!NOTE] > **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.** ![Real-time staffing dashboard showing agent statuses and adherence scores for effective management.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/coverage-chart(3).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] > 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. ![Real-time staffing dashboard showing agent statuses and scheduled activities for teams.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/real-time-dashboard-teams.png) ### 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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/staffing change.png) ### 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](https://help.dialpad.com/docs/agent-redeployment#redeploy-agents). 1. Select the activity that needs additional coverage 2. Review available agents 3. Select a redeploy option - **Agents starting soon** - **Agents switching soon** - **Agents redeployed elsewhere** - **Agents available later** 4. Select **Redeploy now** After an agent is redeployed, the schedule update takes effect immediately and the agent is automatically notified through Dialbot. > [!TIP] > Tip > > You can also select **Check schedule** to bring up a preview of your schedule right on the real-time dashboard page. ![Dashboard displaying real-time staffing data and agent statuses for monitoring performance.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/real-time-dashboard-schedule.png) > [!NOTE] > 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.** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/un-tracked.png) ## Related - [Assign Skills to WFM Agents](/assign-skills-to-wfm-agents.md)