Working as a Digital Engagement Supervisor

Updated on 22 Jun 2023
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Digital Engagement Supervisors are able to view Omnichannel interactions in real-time, manage their Agent's DND status, whisper to agents, take over a conversation, and more.

Let's take a look at working as a Digital Engagement Supervisor with Dialpad.

Who Can Use This Feature

Digital Engagement Supervisor features are available to Ai Contact Center and Ai Sales customers on the Pro and Enterprise plans.

Contact Center Inbox

To access your Contact Center's Digital Engagement inbox from the Dialpad app, navigate to Call Centers and select the Contact Center.

Your Inbox displays:

In Automation: Live view of conversations being handled by a configured automation
Hold Queue- Live view of callers waiting to connect to an agent
Live Conversations- Overview of live conversations, highlighting the Agent, channel type, guest name & time Started
Agents - Displays Agents within the Contact Center, their status, time within the status, and an easy toggle button to switch agents on and off of DND
Your Conversations - Displays your assigned active conversations

Monitor Agent Availability

Digital Engagement Supervisors can monitor agent availability from the Contact Center’s Agents tab view.

Here you will see a list of Agents, their availability status, and the duration of their availability status.

Sort your agents by name, status, and more by selecting the arrow beside the ‘Sort By’ menu.

The default Agent sort order is ‘Agents on call’.

Note:

The default sort order prioritizes all agents who are signed into the queue and are actively participating in Contact Center interactions.

Agents on a call will be prioritized at the top, followed by those receiving a call, in wrap-up, available, or in any customizable Off Duty state.

Change Agent Status

From the individual Contact Center Agents view, Contact Center Admins with Contact Center Administrator Permissions can easily update an Agent’s Global Availability Status.

Simply select the Agent's current status and choose a new status from the drop-down menu.

Change an Agent's DND Status

Supervisors and Contact Center Admins with Contact Center Administrator Permissions can quickly set an Agent to DND from the Contact Center's Agents view. Simply toggle the DND slider on or off and their availability will update instantly.

Change an Agent's DND Status for Select Call Centers

Supervisors and Contact Center Admins with Contact Center Administrator Permissions can change an Agent’s DND status for multiple call centers by clicking the arrow menu button beside the Agent’s name. Here, they can view the Agent's DND settings for each Contact Center and toggle DND on or off for the desired Call Centers.

Note:

You can only change the DND status of an agent in a specific Contact Center if you are a Contact Center Admin or Supervisor for that Contact Center.

Supervisor Whisper

Live call whispering allows Contact Center Supervisors to talk to Agents without the customer knowing. This is useful not only when training but also helping Agents navigate challenging customer interactions.

To whisper on a chat, navigate to the Live Conversations tab of your Contact Center.

Select the desired conversation
Select View
Type the desired whisper message to the agent
The Whisper Message displays to the Agent in their live conversation — new Whisper messages are differentiated by the orange background