Dialed | Salesforce WFM (Workforce Management)

Simple Setup Be up and running in a matter of hours, not months. Dialed takes the hard part out of a WFM project by removing the need for IT support or integrations with back-office databases.

Customization Friendly An intuitive UI lets you group cases, calls, chats and any custom objects into workloads, which can be measured & staffed independently. Configure a workload using any combination of standard and custom fields, or use an Omni queue.

AI-Powered Forecasting Forecasts are powered by Nixtla TimeGPT, trained on the largest collection of data in history, eliminating the need for machine learning engineers or data analysts. Build as many forecasts as you want in seconds.

Accurate Capacity Planning Enable Dialed's proprietary Work Focus feature to accurately track the amount of time agents work on a case throughout its entire lifecycle, and leverage that data to more precisely staff your contact center.

Dynamic Scheduling Generate schedules with configurable templates which set work hours, breaks & priority. A drag & drop UI enables on the fly updates. Bidirectional calendar sync via Einstein Activity Capture (included in Performance & Unlimited edition)

Omni-Channel Compatible Dialed supports any channel you route through Service Cloud: email, chat, phone, messaging, and any case-based work. (Salesforce Omni-Channel is not required to use Dialed)

Agentforce Ready Automatically identify and isolate virtual AI agent work from human effort. This enables the ability to assess the efficiency of your agentic workforce with built in key performance indicators, such as containment rate and handle time.

Scalable Big Objects scale to efficiently store huge amounts of historical data within Salesforce at a low cost. If you archive and delete your SFDC data, it remains available to Dialed's forecasting. You can also import already archived legacy data.

Interaction Demand Forecasting Improves forecast accuracy by tracking each customer interaction associated with long-running async work, i.e. cases — capturing demand from both new and existing cases, not just new arrivals.