Create a shared time off calendar in Google Calendar with Dialpad WFM for freelancers on your team. This helps you track their time off and easily export the data into Dialpad WFM.
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.
Create a new time off calendar
To create a new time off calendar, go to Google Calendar.
On the left sidebar, navigate to Other calendars
Select the + icon
Name your new calendar
Note
Choose the correct time zone for your team. Team members in different countries can set their own time zones when creating a time-off event.
Add the iCal link to Dialpad WFM
Now that the calendar is created, add its iCal link to Dialpad WFM.
To add the iCal link to Dialpad WFM.
From Google Chrome/Google Calendar:
Navigate to the sidebar
Select Option (that’s the 3 dots)
Select Setting and sharing
Choose to create a public or private link
Public link: Check the box to create a public iCal link
Private link: Navigates to secret address in iCal format
Copy the iCal link
Next, head back to Dialpad WFM.
Select Settings
Navigate to Integrations
Select Time off
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Select + Connect calendar
Enter the iCal link, and name the calendar
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Select Connect
Tip
If the private iCal address option isn’t visible, you likely don't have permission. Ask the calendar owner to share the link.
Share this calendar link with your freelance agents so they can add it to their calendar and book their own time off—or keep control and manage it yourself!
Add time off events in the calendar
To create a new event in the new calendar
Select the time of day for your time off
Add a title in the event
Enter the agent’s first and last name exactly as they appear in Dialpad WFM.
Add keywords to help Dialpad WFM identify time-off events.
Note
Events will show up in Dialpad WFM within 20 minutes after creation.
Be sure to add the calendar event to the time-off calendar you created and linked to Dialpad WFM.
Time off keywords
Use time off keywords to match and sync calendar events when adding or editing a calendar.
To add or edit time off keywords, navigate to Dialpad WFM settings.
Select Time off
Choose the calendar, or, select + Connect Calendar to add a new calendar
Navigate to Keywords
To add a keyword, enter the keyword in the text box
To remove a keyword, select the x icon beside it
Select Save
Notes
If you remove a keyword, any past or future events associated with it will be removed during the next calendar sync.
If you add a keyword, any matching past events will be added during the next sync.
Recommended keywords
We recommend adding these keywords to help Dialpad WFM identify time-off events:
time off
holiday
vacation
absences
away
leave
absence
appointment
OOO
substitute day
sickness
sick
maternity
paternity
jury
floater day
substitute
not available
vacaciones
urlaub
Tip
Add as many keywords as you need—there’s no limit!
Frequently asked questions
Will Dialpad WFM also pull meetings from this calendar?
No, Dialpad WFM will only pull time-off events from the calendar, not meetings.
Agents must integrate Dialpad WFM with Google Calendars to sync meetings or other events.
Why are my team's time off bookings not showing in Dialpad WFM?
There are a few common reasons why bookings may be missing:
The data hasn't refreshed yet: Dialpad syncs data from time off calendars every 20 minutes.
Check back after a few minutes.
The agent's name did not match their name in Dialpad WFM.
Check for spelling mistakes or missing punctuation, e.g. Fernandez instead of Fernández.
A keyword wasn't included.
Check that the time off booking includes one of the keywords listed above. If there is a keyword your team use that isn't included (e.g. another language or time off policy) but vital for your workflows, then please Contact Customer Care.
Why is the time off booking showing the wrong time?
Dialpad WFM uses the Google Calendar timezone to schedule bookings. If agents set time off in a different timezone, it may appear incorrectly.
If this occurs, contact our Customer Care team, and we can adjust the setting to match the agent's timezone.
Can I add more than one calendar?
Yes, you can add an unlimited amount of time off calendars to Dialpad WFM.