Dialpad WFM's Help Scout integration seamlessly pulls historical data from Help Scout 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 Help Scout within Dialpad WFM.
Generate Accurate Forecasts: Leverage Help Scout data to create more precise forecasts for staffing and resource allocation.
Track agent performance: Monitor agent adherence and productivity, directly within Dialpad WFM.
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 Help Scout
Dialpad WFM uses a single integration for Help Scout forecasting and performance tracking, called a Webhook.
A webhook is like a doorbell for software apps - when something specific happens in one app, it automatically notifies another app immediately. This allows Help Scout to provide WFM with real-time information on contact volumes and agent activity.
First, contact our team to get your integration URL.
Our team will generate a link and email it to you.
Then, you’lll need to authorize the new connection from Dialpad WFM to Help Scout.
Once connected Dialpad WFM will start collecting data from your Help Scout account.
Note
As well as collecting new data going forward, Dialpad WFM will download 12 months of historical data from your Help Scout account. Please note, depending on your contact volumes, this can take up to 3 weeks.
Set up Help Scout queues
Now that your Help Scout account is connected, you need to create queues that represents an inbox, queue or channel that your team staffs and serves in Help Scout.
By organising your conversations into queues, you can accurately forecast the expected contact volume and required staffing for each queue. This allows you to optimize staffing levels and ensures your team is equipped to handle the expected workload.
To create a queue:
Select Forecasts
Select Queues
Select New queue
Name the queue
We recommend using the same name you use in Intercom
Select the conversation type
Select real-time if conversations are handled while the customer is present and waiting, i.e. 'true' live chat.
Select non real-time if the conversations can happen asynchronously, e.g. the messages can be sent at any time, and the customer isn't always present.
From the connections dropdown, select Help Scout
Now, use the Filter Queues section to choose which tickets you want to include in this queue.
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 Help Scout 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 and track coverage.
Set up Help Scout performance tracking
The Help Scout integration that you created for Dialpad WFM forecasting is also used for tracking agent performance in Help Scout.
To correctly mark agent activity as in or out of adherence, you need to define which activities are 'queue activities', i.e. agents should be working in Help Scout at this time.
Navigate to the day view of the schedule
Select Add activities
Select the activity you want to link to a forecast
Select Edit
Toggle Link to queue On
Select the queue(s) from the dropdown
Set-up is complete! You can now monitor agent's Help Scout 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.