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Dialpad and Playvox Overview

Updated

What does it do?

The Dialpad connector is a standard inbound connector, collecting call and chat data and agent status from Dialpad to input into the forecasting, analytics, and realtime adherence tracking.

dialpad flow.png

Information Flows

There are four main information flows from Dialpad to Playvox WFM:

  1. User Synchronization - this is a scheduled activity that occurs every 10 minutes. It checks for users that exist in both Agyle Time and Dialpad, and ensures that Playvox WFM 'understands' the Dialpad agent identifiers.
  2. Agent Status - this is triggered in close to real time, as agents change Contact Center status in Dialpad. It is used for realtime adherence tracking, as well as through analytics and performance measurement.
  3. Call Events - triggered in close to real time, as calls and call legs are processed by Dialpad. The events are used to track realtime performance, volumes for use in forecasting and workactivity processing, and for analytics.
  4. Chat Events - triggered in close to real time, as chats and chat legs are processed by Dialpad. The events are used to track realtime performance, volumes for use in forecasting and workactivity processing, and for analytics

Known Constraints

There are also some limitations in the Dialpad API that result in:

  • Agent to Agent call legs are not linked
  • Hold / Talk times are approximate, and may have some inaccuracies.
  • Consult legs are not able to be linked back to the initiating call
  • Group calls (adding an agent to an existing call) is not able to be linked
  • Wrap time is not included in call handle time. It can be tracked as After Call Work at an agent level, but is not included in call handle time.

Workstreams and Interactions In Playvox

Workstreams are equivalent to customer inbound calls while interactions are equivalent to call legs in Dialpad. You will have call legs when the call flow involved transfer(s). 

Dialpad generates separate calls that originate from 1 single customer inbound call which can cause confusion when comparing the numbers between Dialpad and Playvox. You can read Dialpad's documentation to understand more about the Call Flow Structure (https://developers.dialpad.com/docs/call-events-logging)

When comparing between the 2 systems, you should compare only the inbound customer calls, not all calls generated because they may be 'legs' of just one call. For forecasting for different teams, you can use the multiple workload mapping rules feature available in the workstream configuration.

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