WFM Roles and Permissions

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

Dialpad WFM is available to all Dialpad users.

Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.  

WFM roles

Dialpad WFM offers two unique roles, admins and agents.

• Admins: Have full access to their assigned teams, including viewing and editing schedules.

• Agents: Can view their own schedules.

  • Agents can also preview their team schedules.

Admin access applies to each team. For each team, admins can have the following permissions:

• View: See the team's schedule but cannot make changes.

• View and Edit: View and modify the team's schedule.

Note

Admins who are also scheduled as agents can access both their admin and agent accounts.

Granting WFM admin access

WFM admin access can be granted at any time.
To give an agent WFM admin access:

1. Select Settings

2. Select Manage Access

3. Select New Admin

4. Enter the user’s name and email address

5. Select their admin permissions

   1. View: The admin can see their team’s schedule but cannot make changes.

   2. View and edit: The admin can view and modify their team’s schedule.

6. Select Save

Note

Existing Dialpad WFM users will need to log out and back in to see their updated permissions. For new users, click 'Invite' to send them an invitation."

Remove admin access

Need to revoke admin access? Easily remove a user's admin privileges from your Dialpad WFM Settings.

1. Select Manage Access

2. Check the box beside the person’s name who you want to revoke access from

3. Select Remove Access

4. Select Save

That’s it, the user will still be able to access their Dialpad WFM account, but will no longer have admin permissions.

Frequently asked questions

What does edit access let you edit?

Edit permissions let admins edit the schedule, they cannot edit users.

Can I control whose performance data admins can see?

No, but we can help you with this. If you want to limit an admin's access to the performance page, please contact Dialpad’s Support Team.