- 20 Nov 2024
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Time-on-Task Troubleshooting
- Updated on 20 Nov 2024
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If you notice consistently low time-on-task scores or a ‘user not found’ error on the performance page, it usually means Dialpad WFM couldn't match the agent's email address with the one they use in your ticketing system.
Here's how to fix it:
Check for spelling mistakes
Often, this error is caused by a simple spelling mistake,
For example, say an agent has an email [email protected] in Dialpad WFM and [email protected] in your ticketing system. Even tiny changes, like a missing hyphen or character, can cause the system to have trouble matching the accounts.
If so, you can update the email in either your ticketing system or Dialpad WFM, or contact Customer Care for assistance.
Aliases or alternative email addresses
Occasionally, teams may use alternative email addresses to keep their inboxes private and secure.
If you cannot use the same email for both Dialpad WFM and your system, contact Customer Care for assistance.