Use Adherence for Digital Contact Centers to track whether agents are working on the digital queues and channels they're scheduled for.
Digital conversations can remain open for hours or days, so Dialpad WFM measures the work agents actually complete rather than the time a conversation remains open.
Let’s dive into the details.
Who can use this
Adherence for Digital Contact Centers is available to customers using Dialpad Digital Experience or Omnichannel with Dialpad WFM.
WFM admins configure digital queues and activities.
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
How digital adherence works
Dialpad WFM tracks agent interactions with digital conversations, including:
- Opening a session
- Sending a reply
- Closing a session
The queue's configured interaction time determines how much time each interaction contributes to adherence. If an agent handles multiple conversations at once, overlapping time is counted only once.
Note
If an agent handles multiple digital conversations simultaneously, the overlapping time isn't counted more than once.
For example, an agent handling three chats on the correct queue is considered in adherence for that period, rather than receiving three times the adherence credit.
Set up a digital queue for adherence
Before you begin, make sure your Digital Contact Center is available to sync with Dialpad WFM.
To set up the queue, go to Dialpad WFM.
- Sync the Contact Center you want to use as a queue
- Set Type to Digital
- Select Create queues
- Select the Queue type:
- Real-time for digital conversations handled live.
-
Asynchronous for conversations handled over time.
- Enter the appropriate handle time:
- Average Conversation Time (ACT) for real-time queues.
- Average Interaction Time (AIT) for asynchronous queues.
- Review the queue's Concurrency and Target First Response Time (SLA)
- Link the queue to the activities agents use for digital work
- Select Save
Note
Choose the correct queue type when you create the queue. You can't change the type in the app later. If an existing queue needs to be converted from Voice to Digital, contact your Customer Success Manager.
Track specific digital channels
You can choose which digital channels count toward an activity.
Open the activity, add the digital queue, then select the applicable channels under Digital channels. Leave this field empty if you want all channels in the queue to count.
If an agent works outside their scheduled assignment, you'll see:
| Reason | What it means |
| Wrong queue | The agent worked in a different Contact Center. |
| Wrong channel | The agent worked in the correct queue, but on a channel that isn't included in the activity. |
View digital adherence
Digital sessions appear alongside voice interactions in your existing WFM performance views. Hover over a session to see its channel, queue, and a link to the conversation in Dialpad.
Note
Digital adherence starts tracking when the feature is enabled. Activity from before that point isn't available.
Frequently asked questions
I enabled digital adherence, but I don't see any data. Why?
Digital adherence starts tracking in real time after the feature is enabled. You'll see data after an agent handles a digital conversation.
Bot-only conversations and voice traffic don't count toward digital adherence. If an agent has handled a digital conversation and you still don't see data, contact our Customer Care Team.
Why doesn't a long-running conversation count as the entire time it was open?
An open conversation doesn't mean the agent was working on it the entire time. Dialpad WFM credits the agent for their interactions using the queue's configured interaction time.
Why is an agent marked out of adherence for working on the wrong channel?
The activity is limited to specific digital channels. The agent worked in the correct queue but used a channel that isn't included in the activity.
If you want every digital channel in the queue to count, clear the Digital channels field for the activity.
Can I change a queue from Voice to Digital?
No. The queue type is set when you create it and can't be changed in the app. Contact your Customer Success Manager if an existing queue needs to be converted.
Does this change how voice adherence works?
No. Voice forecasting, adherence, and reporting continue to work as before.
Do existing CSV queues still work?
Yes. Existing CSV queues continue to work as before. CSV queues and native Dialpad digital queues are separate, so a queue can't be both types simultaneously.