WFM Reporting
- 12 Articles
- Last updated on Dec 13, 2024
- Published on Oct 27, 2024
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...
- Last updated on Apr 3, 2025
- Published on Nov 22, 2024
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’...
- Published on Apr 3, 2025
Dialpad WFM Admins can easily track agent performance by exporting data as a CSV file, giving you a clear breakdown of your team’s productivity and workload. You can export the following data: Performance metrics by agent Performance metric...
- Last updated on Feb 18, 2025
- Published on Feb 18, 2025
Dialpad WFM’s insights report provides insight into how effectively you have scheduled and managed your team’s time. Admins can use this report to better understand their shrinkage, utilization and coverage. Let’s dive into the details. Who can...
- Last updated on Dec 13, 2024
- Published on Oct 30, 2024
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...
- Published on Jan 31, 2025
When managing a customer support team, it's important to ensure that timesheets are accurate, as mistakes can impact payroll and reporting. Dialpad WFM allows you to easily update and amend agents' reported start and end times of shifts. Let's dive...
- Published on Oct 27, 2024
‘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...
- Published on Oct 27, 2024
‘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 ...
- Last updated on Jan 24, 2025
- Published on Nov 8, 2024
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...
- Last updated on Jan 14, 2025
- Published on Jan 13, 2025
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...
- Last updated on May 6, 2025
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...
- Published on Nov 20, 2024
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...