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Dialpad WFM

APIyesOSS—FREE—DOCS4/5
DW6.9#3 of 25
outWeboutWindowsoutMac—LinuxoutAndroidoutiOS

Ranked in Call Center Workforce Management Software ·No free plan on record

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About

Dialpad WFM forecasts contact demand, schedules shifts and tracks agent performance for contact centers. It forecasts volumes for queues, inboxes or channels and automates schedules around operational needs. Its real-time dashboard shows agents, activity and queue coverage, refreshes every minute, and supports schedule edits and agent redeployment. Reports cover adherence, occupancy and productivity when integration setup and published schedules support those measures. The service imports 12 months of historical voice and SMS data from a connected Dialpad account; forecasts for supported customer-service integrations typically take around 72 hours to generate. Listed service integrations include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer and Talkdesk. WFM can see contact volumes, while message content is redacted during collection. Its APIs provide schedule and agent-performance data, but access requires a secure token from a Customer Success Manager. Outlook calendar sync brings meetings and time off into WFM, but does not send schedules or shifts back to Outlook. Pricing is on request.

Who it is for

Dialpad WFM suits contact centers that need volume forecasts, shift scheduling and agent-performance tracking. It is available to Dialpad users and as a standalone product.

What is good

  • Dashboard updates every minute.
  • Forecasts cover queues, inboxes and channels.
  • APIs provide schedule and agent-performance data.
  • Contact volumes are visible; message content is redacted.
  • Supports time-off calendar integration.

What to know first

  • Pricing is on request.
  • WFM API access requires a Customer Success Manager token.
  • Outlook sync is one-way into WFM.
  • Performance tracking is unsupported for unlisted adherence integrations.

Verdict

Dialpad WFM connects forecasting, intraday visibility and schedule management for contact centers, with APIs for schedules and performance data. Check integration support and API access requirements before relying on performance reporting or programmatic data access.

Compared on call center workforce management software

Volume forecasting
Yeswfm.dialpad.com
Forecast granularity
intervalwfm.dialpad.com
Adherence tracking
Yeswfm.dialpad.com
Intraday management
Yeswfm.dialpad.com
Skills-based scheduling
Yeswfm.dialpad.com
Agent self-service
Yeswfm.dialpad.com
Deployment model
cloudwfm.dialpad.com

Facts

Purpose
Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers.help.dialpad.com · 3 Oct 2026
Forecasting and scheduling
It forecasts volumes for queues, inboxes, or channels and automates scheduling based on operational needs.help.dialpad.com · 3 Oct 2026
Performance tracking
Performance reports cover agent adherence, occupancy, and productivity, subject to integration setup and published schedules.help.dialpad.com · 3 Oct 2026
Real-time dashboard
The real-time dashboard shows agent, activity, and queue coverage, updates every minute, and supports schedule edits and redeployment.help.dialpad.com · 3 Oct 2026
Customer service integrations
The WFM integrations page lists Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk.help.dialpad.com · 3 Oct 2026
Time-off and calendar integrations
WFM documentation describes time-off calendar integration and Outlook calendar syncing for meetings and time off.help.dialpad.com · 3 Oct 2026
Forecast data setup
Dialpad WFM imports 12 months of historical voice and SMS data from a connected Dialpad account; forecasts typically take around 72 hours to generate for supported customer-service integrations.help.dialpad.com · 3 Oct 2026
Data access
The integrations page says WFM can see contact volumes but not message content, which is redacted when data is collected.help.dialpad.com · 3 Oct 2026
Security
Dialpad states that WFM is SOC 2 compliant; its security page also describes TLS encryption in transit and AES 256-bit encryption at rest for Dialpad application data.help.dialpad.com · 3 Oct 2026
API
WFM APIs provide schedule and agent performance data, with access through the Dialpad API or legacy Surfboard API depending on customer type.help.dialpad.com · 3 Oct 2026
API access requirement
Access to the WFM API requires contacting a Customer Success Manager for a secure access token.help.dialpad.com · 3 Oct 2026
Integration limitation
Performance tracking is not yet supported for integrations that are not listed in Dialpad’s adherence setup documentation.help.dialpad.com · 3 Oct 2026
Outlook sync limitation
The Outlook calendar integration is one-way from Outlook to WFM; WFM does not send schedules or shifts back to Outlook.help.dialpad.com · 3 Oct 2026
Intended users
Dialpad describes WFM as a workforce management product for contact centers and says it is available to Dialpad users and as a standalone product.help.dialpad.com · 3 Oct 2026

Company

Founded
2011wfm.dialpad.com · 28 Sept 2026
Headquarters
San Ramon, California, USAwfm.dialpad.com · 28 Sept 2026

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Where it ranks on Inferse

Sources