WFM schedules can update and change rapidly, and keeping track of changing availability can be time-consuming.
Dialpad WFM automatically optimizes the schedule to adapt to changing agent availability, so you can spend your time focusing on what matters.
Who can use this
Dialpad WFM is available to all Dialpad users and as a standalone product.This feature is currently only available for Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
Types of optimizations
Dialpad WFM currently supports 1 type of schedule optimization, “Dialpad call overruns into break”.
We’re working on bringing more optimizations, including filling gaps left by rescheduled meetings or time off bookings.
Dialpad call overruns into a break
If an agent’s Dialpad call overruns into their scheduled break, then Dialpad WFM will automatically move their break when their call ends.
This means the agent gets the rest they need, and you don’t have to make any manual edits.
Optimization details
Once the call ends, WFM will calculate how much of the break the call overran and then move the break by that amount.
The break will be moved by the exact amount of time the call overran, up to the full duration of the break itself.
For example, if a 15-minute break is scheduled and a call overruns by 10 minutes, the break will be moved 10 minutes later. If the call overran by 20 minutes, the break would be moved to a maximum of 15 minutes later.
Activity Plan rules for breaks or other activities are not taken into account when optimizing breaks.
The system will move breaks of any length; there is no minimum or maximum duration.
The optimization will be applied to the draft and published schedules (if applicable). If the schedule was previously published, then the optimization will be shared automatically; you do not need to publish again.
When a break is moved, the subsequent scheduled activity or activities will be shrunk to accommodate the moved break.
If the moved break completely consumes the following activity, that activity will be removed, and the activity after it will be adjusted accordingly.
For example, if a 1-hour break is moved by 40 minutes and the next activity is 30 minutes, that 30-minute activity would be removed, and the activity after that would be shortened by 10 minutes.
Limitations & constraints
The agent must be in adherence for the overrunning call. If an agent is on a call which is not adherent to their schedule, the break will not be moved.
This includes Adherence Exceptions. If an agent is in adherence due to an exception, the break will still be moved.
Breaks cannot be moved over a calendar event, the end of a shift, or another scheduled break. If it is not possible to move the break due to these constraints, the break will be moved by as much as possible.
The break is only moved within the schedule once the call officially ends. There won't be a continuously moving or extending block while the call is ongoing.
Enable or disable optimizations
Each type of optimization can be enabled individually, giving you full control.
Once enabled, optimizations will apply to all agents and teams within the account.
To enable optimizations:
Go to Settings
Select Optimizations
Switch the toggle on next to “Dialpad call overruns into break”
That’s it! The optimization will now be active and will start working right away.
View optimizations
Admins can view optimized activities or breaks from within the schedule.
Any activities or breaks that are changed by an optimization are marked with a sparkle icon.
To view why an optimization occurred, select the activity or break, then select Review optimization.
Revert an optimization
You can revert an optimization to return the schedule to its original state.
To revert a optimization, go to the Activity view of the schedule:
Select the optimized block
Select Review optimization
Select Revert
That’s it! The optimization will now be reverted, and the agent’s schedule will return to its previous state.
This will apply to the draft and published schedules (if applicable). If the schedule was previously published, the reverted schedule will be shared automatically; you do not need to publish again.
Frequently asked questions
Do I need to publish the schedule after an optimization has occurred?
If the schedule was previously published, then the optimization will be automatically published to the affected agent.
If the schedule was not previously published, then it will remain in draft.
Note
Optimizations will not trigger a Dialbot or Slack notification to be sent to agents. We’re working on bringing this capability soon.