- 20 Nov 2024
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Tracking Time on Activities
- Updated on 20 Nov 2024
- 1 Minute to read
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- DarkLight
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Keeping track of how much time your agents spend on different activities helps you monitor their progress and experience. It’s also important to make sure your schedule is fair—no one wants to be stuck with all the work, especially during busy times!
Luckily, it's easy to do in Dialpad WFM. Let’s dive into the details.
Time insights
Along with reviewing the schedule, you can easily check how much time an agent has spent on each activity.
In the daily activity schedule, select on any agent to view their time insights in the left toolbar. This will show you a summary of their scheduled time for the day and the week.
This updates based on your view—if you're in published mode, you'll see only published activities, and if you're in draft mode, you'll see the drafted time.
Timesheets
Another way to track your agents' time is by downloading a timesheet with activity details.
Timesheets are downloaded as a CSV, allowing you to customize the data or import it into other tools.
Download a timesheet
To download a timesheet, head to Reports tab on Dialpad WFM.
Select Performance on the left sidebar
Select Timesheets
Navigate to Build your timesheet
Select teams or agents on the drop-down
Select the type of data you want to download
A breakdown of each shift
Will shows the exact start and end times of each shift, perfect for daily reports or tracking when agents clocked in or out.A cumulative summary
Will add up the agent's hours for the selected period, making it ideal for long-term reports or end-of-month payroll.
Select date range
Select a period of 1 to 31 days
Choose additional option
Include time off
Include breaks
Include activities
Include deleted agents
Select Download CSV
You can either import this into your payroll system or view it in a spreadsheet.