Dialpad WFM provides detailed performance reports highlighting agent’s adherence, occupancy and productivity.
Based on your settings, Dialpad WFM will validate if an agent’s actions or status matches to what they have been scheduled to work on, giving insight into whether you have the right agents on the right activity at the right time.
Who can use this
Dialpad WFM is available to all Dialpad users, and as a stand-alone product.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
To use performance reports within Dialpad WFM, you first need to complete the following steps:
Set up performance-ready integrations into your CRM or customer service platforms
Link queues to customer facing activities
Create and publish schedules
Lets dive into the details.
Set up integrations
For some integrations, Dialpad WFM will use your existing forecasting integration to track agent performance. But for others, an additional integration, like a Webhook, is required.
Refer to the table below for more information and links to set up guides.
If an integration is not listed here then it is not yet supported for performance tracking by Dialpad WFM.
CRM or Customer Service Platform | Set Up Required |
|---|---|
Dialpad (Voice Contact Centers) | ✅ No additional integration needed |
Kustomer | ✅ No additional integration needed |
Talkdesk | ✅ No additional integration needed |
Help Scout | ✅ No additional integration needed |
Zendesk | Webhook required. View guide |
Intercom | Webhook required. View guide |
Salesforce | Set up required. View guide |
Dixa | Webhook required. View guide |
Aircall | Webhook required. View guide |
Link queues to activities
In order to validate if an agent is in adherence, customer-facing activities need to be linked to queues. This tells the system that when the agent is scheduled on this activity, they are expected to be working in these specific queues and systems.
To link an activity to a queue, go to the Schedule tab:
Select Activities
Select the pencil icon beside an activity
Toggle on Link to queue
Select the primary queues agents work on when scheduled on this activity
Select Done
Create adherence exceptions (optional)
Occasionally, agents may work on additional queues that are different to what they are scheduled to do. For example, if call volumes are low, admins may permit agents to work on the email backlog, to maximize productivity.
Adherence Exceptions can be used to support these use-cases, allowing agents to do proactive work without being penalised, or diluting your planned coverage.
An exception tells the system that if the agent works on this alternative queue, then they should still be marked as in adherence.
To create an Adherence Exception, go to the Reports tab:
Select Adherence Exceptions
Select New Exception
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Select the activity you want to create the exception for
Select the additional queues you want to allow agents to work on
These are queues in addition to the primary queues you mapped earlier.
Select the agents this exception is applicable to
You may want to create exceptions for specific agents or use-cases
Select the date this exception should apply from.
This is helpful for applying exceptions retroactively.
An additional description to explain what this exception is for (optional)
Select Create Exception
Tip
You can create or edit Adherence Exceptions at any time. Some admins may only identify an exception use-case once they view agent performance reports. You can use the date field to retroactively apply exceptions to past performance reports.
Publish schedules
Dialpad WFM only tracks agent activity and adherence for published schedules.
Ensure that you have created and published shift and activity schedules for your agents, scheduling the appropriate queue activities to reflect how agents will, or should work.
That’s it!
Dialpad WFM will collect and display agent adherence and productivity metrics in live time. You can view this data in the real-time dashboard, or in performance reports.
Further reading
Refer to the Using the Performance Report article to learn how to understand and utilize this data in your role.
Learn how adherence is calculated in Dialpad WFM
Frequently asked questions
When should I create an exception?
Create an exception when agents regularly work in different queues than they were scheduled for. For example, if someone’s scheduled for calls but jumps in to help with emails, an exception makes sure their adherence score stays accurate and doesn’t get penalized.
Can I create different exceptions for different teams or agents?
Yes! Each exception lets you pick the agents it applies to and the specific queue they’re allowed to work in during that time. It’s a flexible way to match exceptions to your team’s unique needs and workflows.
Is there a limit to the number of exceptions I can create?
Nope, you can create as many as you need!
Can I delete an exception?
No, but you can suspend an exception.
To suspend an exception, go to Adherence exceptions.
Hover over an exception > Select the Suspend icon
What happens when I edit an exception?
Editing an exception creates a new version with your updates. You’ll choose when the changes take effect, going back up to 30 days if needed. The original exception is suspended from that date, so your adherence data stays accurate.
How can I see which exceptions were active during a certain time?
Use the date filter on the Adherence Exceptions page to pick your time range. The list will update to show what was active. You can also check the Active column for exact dates.