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.

Role	What they can do
Admin	Provides full admin access to the Dialpad WFM account. They can: Manage shared integrations, for forecasting, performance, time off and more. Modify shared settings, like activities and queues. Access and review performance data for all agents. View, modify or publish the schedules of teams they have ‘view and edit’ privileges for.
Agent	Can only access the Dialpad WFM agent view. They can: View their own schedule and preview team schedules. View their own performance reports. Manage personal integrations, like Gcal.

Role

What they can do

Admin

Provides full admin access to the Dialpad WFM account.

They can:

Manage shared integrations, for forecasting, performance, time off and more.
Modify shared settings, like activities and queues.
Access and review performance data for all agents.
View, modify or publish the schedules of teams they have ‘view and edit’ privileges for.

Agent

Can only access the Dialpad WFM agent view.

They can:

View their own schedule and preview team schedules.
View their own performance reports.
Manage personal integrations, like Gcal.

Note
A user can be assigned admin and agent roles. These users can switch between the admin and agent apps.

Team admin privileges

Admin access can be further restricted to individual teams, to control who can modify or publish team schedules. For each team, admins can have the following privileges:

View: See the team's schedule but cannot make changes.
View and Edit: View, modify or publish the team's schedule.

Granting WFM admin access

WFM admin access can be granted at any time.

For Dialpad customers:

Select Settings
Select Admins
Select New Admin
Select the admins you wish to add.
1. Any users that already hold an agent role will be marked. An additional license will not be used when granting an additional role.
Select Add

The admins will now be added to the WFM and shown in the table. All admins will be granted ‘view’ access to every team, to edit their access:

Select the admin from the table
Select their admin privileges per team:
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.

Note
If you have granted an admin role to an agent, they will need to log out and back in to see their updated permissions. New admins will have access immediately.

For standalone customers:

Select Settings
Select Admins
Select New Admin
Enter the user’s name and email address
Select their admin privileges per team:
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.
Select Save

Note
If you have granted an admin role to an agent, they 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.

Select Admins
Check the box beside the person’s name who you want to revoke access from
Select Remove Access
Select Save

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

Granting WFM agent access

To give a user agent access, simply add them as an agent.

Follow this guide for more details

Frequently asked questions

Can I edit admin privileges?

Yes, you can edit admin privileges at any time by any admin.

Select Admins
Check the box beside the person’s name who you want to update
Select their admin privileges per team:
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.
Select Save

The admin will need to refresh their Dialpad WFM tab to update their privileges.

What does ‘view and edit’ let you edit?

‘View and edit’ privileges let you modify or publish the schedules of agents belonging to that team.

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.