Dialpad WFM provides easy tools to centralize record and review processes for agent schedule requests.
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.
What is a schedule change request?
In Dialpad WFM, agents can submit requests that need admin review.
Depending on the request type, this can include:
Shift change requests
Time off requests
By centralizing requests in WFM, you can streamline your workflows and better record schedule changes.
Submitted requests are visible to admins in WFM:
In the requests inbox: The requests inbox contains a history of all pending and completed change requests. Admins can review time off requests from the dedicated Time off tab in the requests inbox.
In the schedule: A clock icon is displayed on any shifts with a pending change or time off request.
When reviewing a request, admins can accept or reject it and include an optional response to the agent explaining their decision. If accepted, the schedule will automatically update, and the updated shift will be published.
Agents are notified by email whether their request was accepted or rejected.
Note
Admins can only review agents' requests in teams for which they have View and Edit privileges.
Review requests in the schedule
A clock icon is displayed on any shifts with a pending change request.
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To review a request, select the shift:
Select Review Request
The modal will display the date and time of the original shift and the agent’s requested shift, along with a note
You can choose to enter a note with your review to explain your decision.
This helps streamline communication, especially when a request is rejected.
Select your decision:
Reject: the request will be marked as rejected, and the agent's shift will be unchanged.
Accept & Publish: the request will be accepted, and the shift will be automatically updated and published.
Review requests in the Request Inbox
The requests inbox contains a history of all pending and completed change requests, ordered from newest to oldest.
By default, the page displays all requests from any agent, with any status, for all time. You can adjust the requests displayed in the table by using the filters at the top of the page.
Time off requests and shift change requests are organized separately so admins can review each workflow in the correct context.
To review a request:
Select Requests Inbox from the navigation bar
The counter displays how many requests are pending review
Select View next to the request you want to review
The modal displays the date and time of the original shift and the agent’s requested shift, along with a note.
Note
You can include a note with your review to explain your decision.
This can help streamline communication, especially when a request is rejected.
Select your decision:
Reject: the request will be marked as rejected, and the agent's shift will be unchanged.
Accept & Publish: the request will be accepted, and the shift will be automatically updated and published.
You can also view any reviewed requests in the requests inbox, which gives you a log of all accepted or rejected change requests.
Review time off requests
Time off requests follow a dedicated review flow in the Requests Inbox.
Use the Time off requests tab to review pending requests, view request history, and decide whether to approve or reject each request.
If you approve a time off request, select Accept & Publish to apply the change to the schedule.
If needed, include a note to give the agent more context about the decision.
Frequently asked questions
Can agents submit shift swaps with other agents?
Yes! To perform a shift swap, each agent should submit a request for the other agent’s shifts, with a note indicating their intention.
Admins can then accept both requests to facilitate the shift swap.
Do I need to publish the schedule after accepting a request?
No, when a change request is accepted, the schedule is automatically updated and published.
However, please note that if the shift hours change, there may be unscheduled time within the shift that you may want to fill.
Why can’t I see an agent’s request in the inbox?
Check the page filters: Ensure that you don’t have any filters applied that could hide the agent.
Check your admin privileges: Admins can only review the requests of agents in teams for which they have ‘View and Edit’ privileges.
Can agents use requests to call out sick?
Yes. If Sick is available as a time off type in your organization's configuration, agents can submit a dedicated time off request instead of using a shift change request note as a workaround.
Admins can then review that request in the Time off requests flow and choose whether to approve or reject it.
How are admins notified of new time off requests?
Admins see an inbox badge for new time off requests in the Requests Inbox.
How are agents notified when a time off request is reviewed?
Agents receive an email when their time off request is approved or declined.
Can agents request to change their breaks or activities?
No, Dialpad WFM does not offer a formal way for agents to request changes to their breaks or activities. Some teams use the note feature in requests to cover this use case.
To do this:
The agent should submit a request for the shift containing the activity or break they wish to change, with a note explaining what they want to change
Review the request and add a note to say you’ve acknowledged the request
Reject the request - this is so the shift doesn’t change
Manually edit the agent’s schedule and republish the shift