Working in a Contact Center

Contact Center Supervisors  can monitor calls as they take place,  and  listen in, barge, or take over a call when needed. Dialpad's powerful Ai allows provides real-time transcripts of the calls to ensure Supervisors always have their pulse on...

From answering and transferring calls to setting call dispositions and statuses, let's dive into the basics of working as a Contact Center agent. Go on duty In order to receive any calls, you'll need to  go on duty by adusting your availabili...

Department Administrators are able to monitor calls as they take place, update their Operator's DND status, and customize their Department's settings.  Let's take a look at working as a Department Admin in Dialpad. Who can use this featur...

Operators assigned to a Department are able to interact with callers in real-time, answering questions and offering assistance efficiently. Let's take a look at working as an Operator in Dialpad. Who can use this feature Agents can work as an...

Contact Center dashboards unlock real-time performance insights through metrics such as call duration, speed to answer, Agent status, hold times, and much more.  Contact Center Managers and Admins can use Dialpad's Multiple Contact Centers Dashb...

Managing multiple Contact Centers can mean keeping tabs on hundreds of agents — which is certainly no small feat. Fortunately, Dialpad's Monitor All Contact Centers view makes it a piece of cake.  Let's dive into the details. Who can use this ...

Dialpad offers two different Agent availability settings and states to help admins monitor their teams and ensure agents only take calls when they are ready. Availability settings apply to all shared lines, whereas the Active state setting is uniqu...

If you're frequently communicating with your customers, whether you run a small business or an enterprise, it's essential to ensure that your Agents are addressing the customer's needs effectively. One of the key ways to achieve this is through cal...

Call dispositions allow reps to categorize or assign an outcome to every call, letting you report specific call outcomes in Analytics. Let's look at how to log call dispositions. Who can use this feature Call Dispositions are available...

Can I use a desk phone to place outbound calls on my Contact Center? Yes — if you choose to add a direct line to your Contact Center user, then the user will be able to place outbound calls on a desk phone. If you are having issues making outbou...