Need to adjust your schedule? No problem! Dialpad WFM lets you easily request shift changes to accommodate appointments, classes, or other commitments.
Let's dive into the details.
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.
Request a shift change
To request a shift change, head to your schedule in Dialpad WFM.
Select the shift you want to change
Select Request change
Update the shift
You can request changes to the date, as well as your start and end time.
Add a note for your admin
Select Send request
That’s it! Your admin will be notified of your request, and you’ll receive an email to let you know the outcome of your request.
While the request is pending, you’ll see a clock icon beside the shift.
Tip
You’re still responsible for your shift until you get a response from your manager.
Frequently asked questions
Can I swap a shift with another agent?
Using Dialpad WFM you can view other agent’s shifts and submit shift requests.
Once you’ve found an agent you’d like to swap with, you should speak with them personally to agree to the swap, this cannot be done in Dialpad WFM.
To view other agent’s shifts:
Use the arrows at the top of your shift list to navigate to different weeks.
Select a day to view the data for that day
The Teams panel on the right side of your screen displays a list of agent’s scheduled to work that day.
You can filter this list using the filter at the top.
You can also select Team Schedule to open up a larger version of the schedule.
Tip
If you cannot see your colleagues shifts in the Teams list or Team Schedule modal, check the filter
To submit your request:
Both you and the agent you are swapping shifts with should submit a shift change request. You should submit a request for their shift, and they should submit a request for your shift.
Select the shift you want to change
Select Request change
Update the shift to the same date and/or hours of the other agent’s shift
In the Note section, let your manager know which agent you want to swap shifts with, e.g. “Swapping with Amy Tan”
Select Send request
Ask the other agent to submit a request to change their shift to yours
Can I view or delete a request once it’s been submitted?
Yep! To view or delete an existing shift change request, head to your schedule:
Select the shift you made the request on
Select View request
Here, you’ll see the date request was submitted, and it’s status
To delete the request, select Delete
