---
title: "WFM + Aircall"
slug: "wfm-aircall"
updated: 2025-09-23T18:44:17Z
published: 2025-09-23T18:44:17Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WFM + Aircall

Dialpad WFM's Aircall integration seamlessly pulls historical data from Aircall to provide valuable insights within your Dialpad WFM dashboard.

Once connected, you can:

- View Actual Ticket Count: Accurately track the number of tickets handled through Aircall within Dialpad WFM.
- Generate Accurate Forecasts: Leverage Aircall data to create more precise forecasts for staffing and resource allocation.
- Monitor Agent Performance: Track agent performance metrics, such as call volume, average handling time, and attendance, directly within Dialpad WFM.

> [!NOTE]
> 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.

## **Integrate Aircall for forecasting**

To set up forecasting or performance reporting with Aircall, first, you’ll need to connect to your Aircall account.

From your **Dialpad WFM settings:**

1. Navigate to **Integrations**
2. Select **Customer service**
3. Select **Connect to Aircall** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/connect-air-call.png)
4. Enter your Aircall login credentials

Dialpad will download 12 months of historical ticket data from your Aircall account. This process will take 24-48hrs to complete, depending on your ticket volumes.

## Set up forecasting with Aircall

Now that your Aircall account is connected, you can map your Aircall tickets to your queues.

First, you’ll need to create a queue for your Aircall tickets.

1. Select **Forecasts**
2. Select **Queues**
3. Select **New queue**
4. Name the queue
  1. We recommend using the same name you use in Aircall.
5. From the connections dropdown, select Aircall
  1. The 'real-time' and 'non real-time' setting does not apply to Aircall.

Now, use the **Filter Queues** section to choose which tickets you want to include in this queue.

You can filter tickets by:

- cost
- direction
- duration
- missed_call_reason
- number_digits
- number_id
- status
- tags

On the right, you’ll see a preview of the number of tickets you received in the last 7 days that match your filters. We recommend checking this against the data in your Aircall account to ensure you've set up the filters correctly.

Next, you need to enter the staffing parameters for this queue.

These inputs turn ticket volumes into a staffing requirement.

- Average conversation/interaction time: The average handle time for the entire conversation.
- Concurrency: How many interactions an agent can handle at once.
  - Tor phones, this should always be 1, as agents can only handle 1 call at a time.
- Shrinkage: The percentage of scheduled time that's lost while agents work in this queue.
  - If you're not sure what you're shrinkage is, 30% is industry average.

Finally, you need to enter the service level (SLA) that you're trying to achieve.

This is target percentage of all tickets that should meet your first response time target.

That’s it! Your ticket group is now set up and ready to forecast, track coverage and agent performance.

## **Integrate Aircall for performance tracking**

An additional integration, called a **Webhook**, is required to track agent performance in Intercom.

A webhook is like a doorbell for software apps - when something specific happens in one app, it automatically notifies another app immediately. This allows Aircall to provide WFM with real-time information on agent activity.

1. First, contact our team to get your integration URL.
2. Our team will generate a link and email it to you.

Then, log in to your Aircall dashboard (https://dashboard.aircall.io)

1. Select **Integrations & API**
  1. If you do not see this option you likely do not have the correct permissions. Contact your admin to request them, or have them peform these steps for you.
2. Select**Discover integrations**
3. Select**Webhook**
4. Select **Install integration**
5. Name the integration
  1. We recommend naming it Dialpad or Dialpad WFM
6. Paste in the URL our team will shared with you
7. Leave all events toggled on
8. Select **Add webhook**
9. Select **Finish**

You’ll be taken back to the Webhook Settings for the Webhook you just created — copy & paste the following details and share them with your Customer Success Manager.

- The URL of the page
  - EX: "https://dashboard.aircall.io/integrations/webhook/webhook/12345"
- The token shown in the General settings box

Our team will finalize the connection and you'll be ready to start tracking performance.

Once finalized, you’re ready to start linking activities with queues. To correctly mark agent activity as 'on-task' or 'off-task', you need to define which activities are 'queue activities', i.e. agents should be working in Aircall at this time.

1. Navigate to the day view of the schedule
2. Select **Add activities**
3. Select the activity you want to link to a forecast
4. Select **Edit**
5. Toggle ‘Link to a forecast’ **on**
6. Select the queue(s) from the dropdown

Set-up is complete! You can now monitor agent's Aircall presence and activity in the real-time page and performance page.

## Frequently asked questions

### What ticket data does Dialpad retrieve?

Dialpad can only see your ticket volumes, not ticket content. Content is redacted when we collect your data.

### Which agent actions are tracked in Aircall?

Dialpad WFM tracks agent’s interactions with calls in Aircall to create comprehensive activity timelines and performance metrics.

These interactions are categorized as follows:

- **Status Changes**
  - Tracks when an agent changes the status of a call assigned to them (e.g., OPEN to CLOSED)
  - If a call is transferred the interaction will be attributed to the new assignee, not the agent who transferred the call
  - Records when calls are reassigned, including the first time it’s assigned
    - The interaction will be labeled with the call’s status at reassignment (e.g., OPEN)
    - The interaction will be attributed to the new assignee, not the agent who did the reassigning
    - Status changes to *unassigned* calls are **not** tracked

Dialpad WFM uses generic ticket status categories to fit with multiple integrations. The equivalent mapping for Aircall is as follows:

| Ticket status | Aircall equivalent |
| --- | --- |
| OPEN | Call answered Call transferred (for the new assignee) |
| ON-HOLD | N/A |
| CLOSED | Call hungup Call transferred (for the previous assignee) |