The Dialpad WFM API enables you to export scheduling and workforce data directly into analytics tools, allowing seamless integration with other data sources for in-depth reporting. You can automate timesheet exports to your billing system, making it easier to manage payroll and gain insights by combining WFM metrics with other business data.
WFM data is now available via API for both schedule data and agent performance data, with different access methods depending on whether you're a Dialpad customer or standalone customer.
Let's dive into the details.
What is an API?
An API is like a menu at a restaurant. It tells different computer programs how to ask for things from each other. Just like you use a menu to order food, programs use an API to request information or actions from other programs.
The API explains what you can ask for, how to ask for it, and what kind of answer you'll get back.
What data can I get from the Dialpad WFM API?
Schedule Data
Schedule data is available via the legacy Surfboard API for both Dialpad and standalone customers.
API Documentation: Read the Dialpad WFM/Surfboard documentation here.
Note: You'll notice that the API name is Surfboard. This is because Dialpad recently acquired Surfboard and API updates take time.
Performance Data
Performance data is available in two ways
Activity metrics - performance metrics broken down per activity
Agent metrics - performance metrics broken down per agent
The availability of performance data depends on your customer type:
For Dialpad Customers:
Available via the Dialpad API
For Standalone Customers:
Available via the legacy Surfboard API
How can I connect to the Dialpad WFM API?
To access the Dialpad WFM API, reach out to your Customer Success Manager who will provide you securely with an access token.
This token should be included in any requests you make to Dialpad WFM's API in the Authorization header in 'bearer token' format, like so:
curl 'https://api.teamsurfboard.com/...' \ -H 'Authorization: Bearer ...'API requests without authentication will fail.
How do I use the API?
If you are unfamiliar with APIs we recommend reaching out to your IT or engineering team for support.
Zapier has a helpful guide to understanding the basics of APIs and how to use them.
Dialpad has a full suite of APIs, head to our Developer Docs for more information.