WFM for Admins

Use Dialpad’s WFM permission sets to simplify team management and streamline workflows. You can customize permissions to fit different roles and needs, ensuring everyone has the right access. Let’s dive into the details. Who can use this featur...

Dialpad WFM simplifies workforce management for contact centers by forecasting demand, scheduling shifts, and tracking performance. It integrates with tools like time-off systems and customer service platforms to ensure agents are optimally schedule...

Once agents have been added to Dialpad WFM, admins can schedule them to queues and track their performance data.  Let's dive into the details.  Who can use this feature Dialpad WFM is currently in an Early Adopter Program, please con...

Skills are essential for effective workforce management. Assigning agent skills helps optimize scheduling, improve agent satisfaction, and enhance the customer experience by matching agents to the right tasks. In Dialpad WFM, activities are assigne...

You’re probably used to coordinating your team’s availability through emails or messages. With Dialpad WFM, your team can now send their availability straight from their schedule, making it much easier to manage. Let’s dive into the details. ...

Real-time management is crucial for effective customer support. By tracking real-time agent activity and identifying potential bottlenecks, you can improve customer satisfaction and reduce response times. Let’s dive into the details. Who can u...

Need to move agents between teams? It’s easy! We’ll help you keep everything organized and ensure everyone’s in the right spot. You can move agents individually or reassign multiple agents at once. Let’s dive into the details. Who can use thi...

Dialpad’s time reporting tools let your agents log their own working hours — whether they’re clocking in and out of scheduled shifts or reporting unplanned overtime. As a manager, you have control over who can use this feature and the extent of the...

Streamline hiring and offboarding with Dialpad WFM’s. Just set an agent’s start or end date, and Dialpad WFM takes care of the rest, automatically adjusting their schedule, updating team visibility, and managing system access. Let's dive into the ...

Team collaboration is at the heart of WFM. Here are our best tips to make it smoother and more effective. Create separate shift plans for different teams It is easier to create different shift plans for each team, that way you're in control of e...