Reassign WFM Agents

Need to move agents between teams? It’s easy! We’ll help you keep everything organized and ensure everyone’s in the right spot.

You can move agents individually or reassign multiple agents at once.

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.  

Reassign an agent

To reassign a single agent, head to Dialpad WFM.

1. Select Settings

2. Select Agents

3. Select the agent
   

4. Navigate to Team

5. Select a team on the drop-down
   

6. Select Save agent

That’s it! You can also change the agent’s skills — this is helpful if their responsibilities will change on the new team.

Reassign multiple agents

To reassign multiple agents, head to Dialpad WFM.

1. Select Settings

2. Select Agents

3. Navigate to a team

4. Select Edit team
   

5. Under Agents in this team, select the desired agents
   

   • Check the box beside their name to assign the agent to the team
   • Uncheck the box to remove the agent from the team

6. Select Save Selection

7. Select Save

Any agents removed from the team will be listed under the Unassigned section, ready to be reassigned.

Notes

Once reassigned, the agent will be added to the schedule, and you’ll see their team-related data in insights and performance pages.

Reassigning an agent does not automatically update their shift and activity plans on the new team.

Reassign agent to a shift plan

Agents can be reassigned to an existing or new Shift Plan.

To reassign agents to a Shift Plan, head to Dialpad WFM.

1. Select Shift plan

2. Select a shift

3. Select + Add agents to plan
   

4. Select the agents you want to add
   

5. Select Add agents

Once done, select + Apply to schedule to remove any previous shifts for the agent. Remember to Publish the schedule updates when you're ready!

Note

Adding or removing agents from a Round Robin will reset the order based on the updated number of agents.

Tip

To remove an agent from a Shift Plan, select the Shift Plan, then select the trash can icon beside their name.

Reassign to an activity plan

To reassign an agent to another Activity Plan, head to Schedule in Dialpad WFM.

1. Select Plans

2. Select an activity plan

3. Select Options (that’s the 3 dots)
   

4. Select Edit

5. Select Agents drop-down
   

   • Select the checkbox beside an agent

6. Select Done

The agent’s schedule will be created automatically depending on the rules you have set up.

Once done, select Add to schedule to apply the plan changes and have your agent start working with the new team. Remember to Publish the schedule updates when you're ready!