Create a Digital Contact Center

Discover the power of an Omnichannel Digital Contact Center! Multiple digital connection options, such as Webchat, help you deliver seamless, engaging customer experiences. The Dialpad Admin Portal lets you manage all interactions in one place, streamlining operations and boosting efficiency.

Let’s take a look at how Digital Contact Centers work. 

Who can use this feature

Digital Contact Center creation and deployment is available to Dialpad Connect, Dialpad Support and Dialpad Sell users with a digital plan. 

Create a Digital Contact Center

To create a Digital Contact Center, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the + icon 

   

3. Name the Contact Center

4. Select Digital 

5. Add a description (optional)
   

6. Select Create

That’s it! Your new Digital Contact Center is now ready for you to add agents, configure routing preferences and skill-based expertise groups, and add digital channels.

Add and remove digital agents

Digital agent management is a breeze — adding and removing Digital Contact Center agents can be done right from the Dialpad Admin Portal.

Add digital agents 

To add agents to your Digital Contact Center, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the Digital Contact Center

3. Navigate to Agents & Admins

4. Enter the agent’s name in the search bar

5. Select the name, or press enter, to confirm

   

Once added, use the Options menu to update their expertise skill set, admin permissions, or even remove the agent completely. 

Remove digital agents

To remove agents from your Digital Contact Center, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the Digital Contact Center

3. Navigate to Agents & admins

4. Select Options beside the agent’s name

5. Select Remove

   

Note

Removing an agent from a Digital Contact Center does not impact their Dialpad license, only their ability to interact in the Digital Contact Center.

Assign admin permissions

Assign admin permissions or make an agent a Contact Center Supervisor from your Digital Contact Center’s settings. 

To make an agent a Digital Contact Center Admin or Supervisor, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the Digital Contact Center

3. Navigate to Agents & Admins

4. Select Options beside the agent’s name

5. Select Make Admin

   

Create and assign expertise groups

Use Expertise Groups to route customers to the appropriate agents every time. Expertise groups let you highlight specific agents with specific knowledge in your team, defined for each Contact Center. 

To create and assign expertise groups, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers

2. Select the desired Digital Contact Center

3. Navigate to Agents & Admins

4. Select Options beside an Agent name

5. Select Assign Expertise

   

6. Select Add new expertise

   

7. Name the Expertise Group 

8. Select Add new expertise to create additional Expertise Groups

   

9. Check the boxes beside the Expertise Groups you want to assign to the agent

10. Select Assign

    

Once assigned to an agent, you’ll see the Expertise Group listed beside the agent’s name in the Agents & Admin section.

To unassign an Expertise Group, select Assign expertise from the Options menu beside the user’s name, then uncheck the box beside the desired Expertise Group and select Assign.

Configure Digital Contact Center routing 

Routing and distribution rules automatically direct inbound interactions to specific agents based on predefined rules and criteria, such as agent availability or skill-set expertise. By setting contact distribution rules and routing preferences, you not only improve the customer experience, but also reduce wait times and enhance the overall interaction delivery processes.

Contact distribution

Dialpad offers 3 types of contact distribution, ensuring your clients reach the right agent every time. 

• Round robin routing: Assigns contacts to the next available agent.

  • Round-robin routing routing cannot be used with High Priority Routing.

• Expertise-based round robin routing: Evenly assigns contacts to agents based on the Agent’s expertise groups.

• Channel routing: Assigns contacts to agents based on the channel Expertise Group. 

To set contact distribution rules, head to your Dialpad Admin Settings.

1. Select Contact Centers

2. Select the Digital Contact Center

3. Select Routing and Distribution

4. Select the desired contact distribution setting 
   

This can be changed at any time. 

Routing preferences

Routing preferences determine how long clients will wait before being routed to another agent, if they should go the same agent they spoke to last, and more.  Dialpad offers 3 unique routing preferences for Digital Contact Centers. 

• Last Agent: Sends the contact to the last agent that handled their conversation.

  • If the last agent is unavailable, they will be sent to the next agent based on your contact distribution rules.   

• High Priority: Routes contacts to agents with the highest priority expertise or channel. 

  • Based on your contact distribution rules.

  • To set your highest priority Expertise Groups or channels, select Set high priority and check the boxes beside the Expertise Group/Channel names that are your highest priority.

• Pull Back: Prevents clients from waiting on an unresponsive agent by redirecting the contact to another agent if there is no response within a specified time.

In the Wait Time section, set a time for callers to wait before being routed to another agent. The wait time must be less than 3 days, but we recommend 2-3 minutes.

To set routing preferences rules, head to your Dialpad Admin Settings.

1. Select Contact Centers

2. Select the Digital Contact Center

3. Select Routing and Distribution

4. Check the button(s) beside your desired preferences

   

Set Digital Contact Center business hours

Set the business hours of your Digital Contact Center to make sure they're only open when your team is available to take calls. By default, your lines are open 24/7, but you can set different hours for each day.

To set your Digital Contact Center’s business hours, head to your Dialpad Admin Settings.

1. Select Contact Centers

2. Select the Digital Contact Center

3. Select Business Hours 

4. Choose when you want to receive calls

   1. Always take calls (24/7)

   2. Only during specific hours

5.  Set the timezone

6. Select Edit Hours

   1. Choose if the Contact Center is open or closed

   2. Choose the hours during which operators or agents will receive calls

   3. Set an opening time and a closing time

7. Select the desired days 

8. Select Update

   

Connect a channel

Now that you’ve created a Digital Contact Center, its time to connect a digital channel.

To connect a channel, head to your Dialpad Admin Settings.

1. Navigate to Channels & Workflows

2. Select Digital Channels

3. Select the desired channel

4. Navigate to Contact Center

5. Select the desired Digital Contact Center from the drop-down menu

6. Select Save changes

   

Advanced Settings for Digital Contact Centers

Customize your Digital Contact Center experience with Dialpad's Advanced Settings.

These settings let supervisors assign interactions to specific agents and control the types of interactions Digital Agents can handle. Advanced Settings are unique to each Digital Contact Center, allowing you to create different rules for different Contact Centers.

To access your Advanced Digital Contact Center Settings, head to your Dialpad Admin Settings.

1. Select Contact Centers

2. Select the Digital Contact Center

3. Select Advanced Settings

4. Check the box beside the setting(s) you want to apply

   

Note

The ability to allow agents to search all digital conversations within a Digital Contact Center is currently in an Early Adopter Program. Please contact Customer Care to enable this feature.

Frequently asked questions

Can I control the number of sessions an agent can handle at once?

Absolutely! To set the maximum number of sessions an agent can have at the same time, head to your Global Contact Center Settings.

1. Navigate to Digital Settings

2. Navigate to Agent Sessions Limit

3. In the text box, enter the maximum number of active sessions you’d like your agents to handle at once

   

This limit is Company-wide, meaning it will apply to all Offices and Digital Contact Centers within your Company.

Tip

To remove the sessions limit, check the box beside ‘Allow unlimited sessions’.