Dialpad WFM's Intercom integration seamlessly pulls historical data from Intercom to provide valuable insights within your Dialpad WFM dashboard.
Once connected, you can:
View Actual Ticket Count: Accurately track the number of tickets handled through Intercom within Dialpad WFM.
Generate Accurate Forecasts: Leverage Intercom data to create more precise forecasts for staffing and resource allocation.
Monitor Agent Performance: Track agent performance metrics, such as call volume, average handling time, and attendance, directly within Dialpad WFM.
Note
Due to differing data sources, Intercom requires separate connections for forecasting and performance reporting.
Let’s dive into the details.
Who can use this
Dialpad WFM is available to all Dialpad users, and as a standalone product.
Please contact your Customer Success Manager if you’re interested in using Dialpad WFM.
Connect to Intercom
To set up forecasting or performance reporting with Intercom, first, you’ll need to connect to your Intercom account.
From your Dialpad WFM settings:
Navigate to Integrations
Select Customer service
Select Connect to Intercom
Enter your Intercom login credentials
Dialpad will download 12 months of historical ticket data from your Intercom account. This process will take 24-48hrs to complete, depending on your ticket volumes.
Set up forecasting with Intercom
Now that your Intercom account is connected, you can map your Intercom tickets to your queues.
First, you’ll need to create a queue for your Intercom tickets.
Select Forecasts
Select Queues
Select New queue
Name the queue
We recommend using the same name you use in Intercom
Select the conversation type
Select real-time if conversations are handled while the customer is present and waiting, i.e. 'true' live chat.
Select non real-time if the conversations can happen asynchronously, e.g. the messages can be sent at any time, and the customer isn't always present.
From the connections dropdown, select Intercom
Now, use the Filter Queues section to choose which tickets you want to include in this queue.
You can filter tickets by:
source_type — Displays tickets based on the conversation source (Facebook, WhatsApp, etc).
tags - Displays tickets based on the tags you use in your Intercom account.
team_assignee_id - Displays tickets based on the the teams you use use in your Intercom account.
On the right, you’ll see a preview of the number of tickets you received in the last 7 days that match your filters. We recommend checking this against the data in your Intercom account to ensure you've set up the filters correctly.
Next, you need to enter the staffing parameters for this queue.
These inputs turn ticket volumes into a staffing requirement.
Average conversation/interaction time: The average handle time for the entire conversation.
Concurrency: How many interactions an agent can handle at once.
Tor phones, this should always be 1, as agents can only handle 1 call at a time.
Shrinkage: The percentage of scheduled time that's lost while agents work in this queue.
If you're not sure what you're shrinkage is, 30% is industry average.
Finally, you need to enter the service level (SLA) that you're trying to achieve.
This is target percentage of all tickets that should meet your first response time target.
That’s it! Your ticket group is now set up and ready to forecast, track coverage and agent performance.
Set up agent tracking with Intercom
With Intercom, agent tracking is configured by Webhook.
First, contact our team to get your integration URL.
Our team will generate a link and email it to you. Then, you’lll need to authorize the new connection from Dialpad WFM to Intercom.
Once connected Dialpad WFM will start tracking agent actions and behavior in Intercom. Their performance data will be shown in the WFM performance page, and you can link activities with queues.
To correctly mark agent activity as 'on-task' or 'off-task', you need to define which activities are 'queue activities', i.e. agents should be working in Intercom at this time.
Navigate to the day view of the schedule
Select Add activities
Select the activity you want to link to a forecast
Select Edit
Toggle on ‘Link to a forecast’
Select the queue(s) from the dropdown
Set-up is complete! You can now monitor agent's Intercom presence and activity in the real-time page and performance page.
Frequently asked questions
What ticket data does Dialpad retrieve?
Dialpad can only see your ticket volumes, not ticket content. Content is redacted when we collect your data.
Which agent actions are tracked in Intercom?
Dialpad WFM tracks agent’s interactions with tickets in Intercom to create comprehensive activity timelines and performance metrics.
These interactions are categorized as follows:
Status Changes
Tracks when an agent changes the status of a ticket assigned to them (e.g., OPEN to CLOSED)
Records when tickets are reassigned, including the first time it’s assigned
The interaction will be labeled with the ticket's status at reassignment (e.g., OPEN)
The interaction will be attributed to the new assignee, not the agent who did the reassigning
Status changes to unassigned tickets are not tracked
Comments
Captures when an agent sends messages or responses to customers
The interaction will be attributed to the author, not necessarily the ticket assignee
Note: Internal notes are not tracked.
Dialpad WFM uses generic ticket status categories to fit with multiple integrations. The equivalent mapping for Intercom is as follows:
Ticket status | Intercom equivalent |
|---|---|
OPEN | Open |
ON-HOLD | Snoozed |
CLOSED | Closed |