Use Dialpad WFM’s ‘Fill Shifts’ feature to efficiently schedule on-call or out-of-hours support by filling unscheduled time slots.
This helps streamline payroll and minimize errors by ensuring your timesheets are precise, and shifts are accurately recorded.
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 Fill Shift?
Traditional shifts have set start and end times, while Fill Shifts are designed to cover all available time within a specific day or window. These shifts automatically adjust around scheduled fixed shifts, minimizing manual adjustments.
Fill Shifts are particularly useful for managing additional duties, such as on-call support or holiday coverage. Activities can be assigned to fill shifts just as with traditional shifts, ensuring comprehensive scheduling and efficient workload management.
Create a Fill Shift
To create a Fill Shift, head to Dialpad WFM.
Select Shift plans
Select + New plan
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Name the shift
Select Next
Add agents and/or teams to the plan
Select Save
Select the Shift
Select Shift patterns
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Select + Create new shift
Name the Fill Shift
Navigate to Shift type
Select Fill
Choose which time you want to apply this shift to
This is the earliest and latest time that the agent should be working. Fill shifts will 'wrap around' any existing fixed shifts in the schedule.
Select Save
Add a Fill Shift to an agent’s schedule
To cover scheduling gaps, Fill Shifts can be manually added to an agent’s schedule.
To add a Fill Shift to an agent’s schedule, head to Dialpad WFM.
Select Schedule
Select Shifts
Hover over the day you want to add the Fill Shift
Select the plus sign (+)
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Select the Fill Shift from the Shift drop-down menu
Select Save
That’s it! The newly added shift will 'fill' the available space on day added.
Frequently asked questions
Can I automate Fill Shifts, or use them in round robins?
No. Fill Shifts can only be added manually, they cannot be used in round robins or in the shift pattern builder.
Can Fill Shifts overlap on the same day?
No. You can’t schedule overlapping Fill Shifts on the same day. For example, Fill Shift 1 (00:00 - 00:00) cannot be scheduled on the same day as Fill Shift 2 (6:00 - 22:00).
Can agents request changes to Fill Shifts?
No, agents can’t submit a change request on Fill Shifts.