In Dialpad WFM, "time-on-task" is a key metric that measures your adherence to your scheduled hours. It's calculated as the percentage of time you spent actively working compared to your total scheduled time.
This data is accessible to agents and managers, providing valuable insights into your performance and overall team efficiency.
Let's dive into the details.
Who can use this
Dialpad WFM is available to all Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
What is a Time-on-Task score?
The Time-on-Task Score represents an agent's adherence to their scheduled hours.
To calculate it, we subtract your off-task time from your total scheduled time and then divide it by your total scheduled time. The result is your time-on-task score as a percentage.
How scores are calculated
Dialpad WFM provides a Time-on-Task score every day you have a scheduled shift.
You start with a score of 100%. Whenever you do something differently than what was scheduled, or if you are inactive while you should be working, this time detracts from your score.
Example
Jane is scheduled on 'Phones' for 1 hour. During that time, Jane took an unplanned 12-minute break. This means Jane was only on-task for 48 out of the 60 minutes she was scheduled for.
This gives Jane a Time-on-Task Score of 80%.
What impacts your score
Several factors can influence your time-on-task score. Here's a breakdown of how service activities, non-service activities, breaks, and meetings impact your overall performance metric.
Queue activity impact
When queue activities are scheduled, Dialpad WFM checks if you're actively working in the linked system (e.g., Zendesk).
Inactivity or working in the wrong system can negatively affect your score.
Offline activities, breaks, and meeting impact
Dialpad WFM understands that breaks, meetings, and offline work are essential parts of a balanced workday. You won't be penalized for taking scheduled time off. Our system doesn't expect activity in ticketing platforms during these times.