Tracking Time on Activities

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.

1. Select Performance on the left sidebar

2. Select Timesheets

3. Navigate to Build your timesheet

4. Select teams or agents on the drop-down

5. 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.

6. Select date range

   • Select a period of 1 to 31 days

7. Choose additional option

   • Include time off
   • Include breaks
   • Include activities
   • Include deleted agents

8. Select Download CSV

You can either import this into your payroll system or view it in a spreadsheet.