WFM Reporting

Understanding performance metrics is key to managing your team’s productivity. Let’s review the key metrics used in Dialpad WFM, helping you track progress, spot areas for improvement, and keep your team on track. Who can use this Dialpad WF...

Dialpad WFM’s performance report is your go-to spot for all your team's performance data, giving you the insights you need. It helps you identify areas to improve, use resources more efficiently, and support your team in doing their best work. Let’...

Once you've created a schedule for your team in Dialpad WFM, the next step is to track and report on those hours. Dialpad WFM allows you to easily download CSV files containing detailed information about scheduled and reported shifts, breaks, and ac...

‘Time-on-task’ is a metric unique to Dialpad WFM and represents the percentage of total scheduled hours spent on-task. This metric is an alternative to the industry standard of "adherence", and indicates how well the agent actively followed their s...

‘Average Conversation Time,’ also known as ACT, is a metric unique to Dialpad WFM that measures the average total active working time spent to close a ticket, removing waiting or idle time. This metric is an alternative to the industry standard of ...

To blend individual interactions with calls, emails or messages into performance timelines, Dialpad WFM applies an Average Interaction Time (AIT) to each interaction. This allows the system to more accurately measure the time agents spend on each i...

A big part of planning a customer support team is understanding the impact of shrinkage. Shrinkage is the time when team members aren’t available to take calls or help with customer-related tasks. Shrinkage can happen for many reasons, and it’s imp...

Keeping track of how much time your agents spend on different activities helps you monitor their progress and experience. It’s also important to make sure your schedule is fair—no one wants to be stuck with all the work, especially during busy times...

If you notice consistently low time-on-task scores or a ‘user not found’ error on the performance page, it usually means Dialpad WFM couldn't match the agent's email address with the one they use in your ticketing system. Here's how to fix it: Ch...