Workforce Management

WFM Best Practices

• Timezone Management in WFM
• Team Collaboration Tips for WFM

WFM for Admins

• Configure Agent Working Hours
• Assign Skills to WFM Agents
• Agent Redeployment
• Add and Manage WFM Agents
• Reassign WFM Agents
• Onboarding and Offboarding Agents
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WFM for Agents

• Agent Time Off Request
• Clocking in and out with Dialpad WFM
• Using Dialpad WFM as an Agent
• Request shift changes
• How to Submit Your Availability
• Add Your WFM Schedule to Your Calendar

WFM Integrations

• WFM + Twilio
• WFM + Talkdesk
• WFM + Slack
• WFM + Salesforce
• WFM + Outlook
• WFM + Kustomer
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WFM Forecasting

• Setting Average Conversation Time (ACT) in Queues
• How to Use Scenario Planning
• How to Use Queues in WFM
• Forecasting with CSV Uploads
• Forecasting 101
• Adjust a forecast

WFM Scheduling

• Using the Schedule Coverage Bar
• Time Off Management
• Scheduling Conflicts
• Scheduling 101
• Review Schedule Requests
• How to Use Round Robin Scheduling
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WFM Reporting

• WFM Performance Metrics
• View, Edit or Download Timesheets
• Tracking Time on Activities
• Track Shrinkage in WFM
• Set Up Adherence Tracking in WFM
• Insights Report
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