Dialpad WFM Admins can easily track agent performance by exporting data as a CSV file, giving you a clear breakdown of your team’s productivity and workload.
You can export the following data:
Performance metrics by agent
Performance metrics by activity
Let’s dive into the details.
Who can use this
Dialpad WFM Admins can export performance data.
Dialpad WFM is available to all Dialpad users and as a standalone product.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
Export performance metrics by agent
To export your agent’s performance metrics, head to the Reports tab of Dialpad WFM.
Go to Performance
Choose an agent or group from the drop-down menu > Select a date range
Navigate to Breakdown
Select the Agent tab > Export
You’ll see a status update for your export right on the page, whether it is in progress, complete, or failed. 
The CSV file gives you a detailed breakdown by day and by agent, including:
Scheduled time - Planned work hours.
Utilization - How much time was spent handling work.
Occupancy - How busy agents are.
Time-on-task - Amount of time spent on assigned tasks.
Total closed - Number of completed interactions.
Closed per hour - How many conversations were closed per hour.
Closed per service hour - How many conversations were closed per service hour.
Export performance metrics by Activity
To export the Activity performance metrics, head to the Reports tab of Dialpad WFM.
Note
When you select multiple agents, the activity metrics will be combined, giving you a total view of the data for everyone in the filter.
Go to Performance
Choose an agent or group from the drop-down menu > Select a date range
Navigate to Breakdown
Select the Activity tab > Export
The CSV file gives you a breakdown of performance for each activity, along with a total for all agents. You'll find key details like:
Schedule time - Planned work hours.
Time-on-task - Time spent on assigned tasks.
Opened - Number of new interactions started.
Comment - Number of interactions with updates.
On hold - Number of paused interactions.
Closed - Number of completed interactions.
Closed per hour - Number of conversations closed per hour.
Average Conversation Time (ACT) - Average duration of a conversation.
Average Interaction Time (AIT) - Average time per interaction.
Wrong task interactions - Number of misrouted or incorrect tasks.
Frequently asked questions
How much data can I export?
You can export up to 7 days of data.
How can I export a month’s worth of data?
You can combine the exported data by using features like data merging or filtering in your tool (e.g., a spreadsheet or reporting software) to create a full month’s report.
Can I export other data?
Only the performance reporting data listed (by activity and by agent) can be exported from this page. Under ‘Timesheets’ you can export a breakdown of the schedule, also in CSV format.