Contact Center Settings

Whether you work in a small or large contact center, call recordings are useful for training agents, and maintaining compliance. Recordings can include the audio content of any call, as well as screen recordings, which gives you a better look a...

Timezones, customer priority level, and call volume all impact your Contact Center's availability. Set custom call routing rules to ensure that your calls are directed to the right agents, every time. Let's get into the details. Who can use...

Certain types of calls require a certain finesse that might not be found in all of your agents. Skills-based routing allows you to prioritize how  Agents  in a  Contact Center  receive calls based on their ranked proficiency...

Agents may need a moment (or two!) between calls — that's where wrap-up time comes in. With post-call wrap-up time, admins in a Contact Center can determine how much time agents have after a call before they can receive a new call. Let's take a l...

Rather than waiting in a hold queue, an in-queue callback allows your callers to press a button to request a return phone call once an agent becomes free. Let's take a look at in-queue callback in Dialpad. Who can use this feature ...

Call dispositions let your team label and track the outcome of each call, whether it was completed, a voicemail was left, or follow-up is needed. This helps manage customer interactions and provides clear reporting on call results. Let's take a lo...

Enhance coaching and training capabilities by enabling agent screen capture to see what your Agent does on their desktop during a call. Let's take a look at agent screen capture in Dialpad. Who can use this feature Agent screen capture ...

Custom off-duty statuses are a way to better track and understand your agent's activity. Let's take a look at custom off-duty statuses in Dialpad. Who can use this feature Custom off-duty statuses are available for all Ai Contact Center and...

Keep tabs on the health of your Contact Center with managed alerts. Visible from the dashboard, alerts can also be sent via text message, email, or to a Slack channel. Let's take a look at Contact Center alerts in Dialpad. Who can use this f...

Customer Satisfaction Surveys give you a way to measure customer satisfaction (CSAT) by collecting data on the experience you're providing to your callers.  Learn more about  Ai CSAT  and dramatically increase CSAT insights acros...

Area codes for U.S. states with all-party consent laws are given below in the proper format required for editing your  exception list for a Contact Center or Coaching Team . Some U.S. states have conflicting or unclear all-party conse...

Let's go over some common questions about Dialpad Contact Centers.  How are agent licenses used? When you purchase a Contact Center agent license, that license is tied to the individual user. That means that individual users can be assigned...