Contact Center Admin

Contact Centers provide teams with more flexibility and many more advanced features than Departments .  Features include: Flexible routing options   Real-time dashboard   and   service alerts Real-time coaching via   listen-in, barge...

Create a Department after setting up your Main Line in Dialpad. Departments route callers to a specific group or team, such as sales and customer support. Who can use this feature Departments are available to Dialpad Ai Voice  customers o...

Contact Center Agents are front-line employees who interact with your customers through various communication channels like phone, email, or chat. Once you've created a Contact Center, its time to assign agents to it. Let's dive into the details....

Operators assigned to a  Department  are able to interact with callers in real-time, answering questions and offering assistance efficiently.   Let's dive into assigning operators to your departments.  Who can use this feature Admins on a ...

Get the most out of your Contact Center by customizing your settings.  Let's take a look at how you can set your team up for success to provide the best possible service.  Purchase contact center licenses Before you can assign users as Age...

Queue priority  allows you to prioritize which Contact Center queues are more important than others so that, while busy, you can ensure important calls are answered first. Normally the oldest call gets served to the next available, but i f you...

Real-time metrics, allow you to make real-time decisions. See what’s going on in your business with built-in Contact Center dashboards that show you metrics like ongoing calls, average speed to answer, agent availability, and much more. With a lead...

Geographic Routing allows you to automatically route inbound calls to different Contact Centers based on the area or country code of the caller. This reduces hold time and ensures callers are sent to the right contact center the first time, avoidi...

Departments and Contact Centers may appear similar at first glance, however, they are actually quite different! Both offer the ability to distribute calls to a group of users, but in brief, Departments are ideal for starting your business. As ...