Monitor All Contact Centers
  • 11 Sep 2023
  • 4 Minutes to read
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Monitor All Contact Centers

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Article Summary

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 feature

Monitor All Contact Centers features are available to Ai Contact Center and Ai Sales customers on the Pro and Enterprise plans.

Our discontinued Ai Voice with Contact Center Add-On license also supports this feature but is limited to existing customers.

Monitor all contact centers

The Monitor All Contact Centers view allows Supervisors and Contact Center Admins to view Contact Center activity across all the call centers they monitor and provides access to the following insights:

  • Live Calls- All live interactions that are currently being handled by an agent.
    • Live Calls are visible only to Contact Center Admins and Supervisors.
    • Office or Company Admins are not able to view Live Calls unless they are granted Contact Center Supervisor permissions.
  • Hold Queue- All interactions in the hold queue waiting to be delivered to an agent.
    • Hold Queue interactions are visible only to Contact Center Admins and Supervisors.
    • Office or Company Admins are not able to view Hold Queue interactions unless they are granted Contact Center Supervisor permissions.
  • Agents- All agents assigned to the contact centers.
    • Agents are visible to Supervisors, Contact Center Admins, and Office/Company Admins

To access the Monitor All Contact Centers tab, first, head to the Dialpad app:

  1. Navigate to Ai Contact Centers
  2. Select Monitor All Contact Centers

Note

You must be a Contact Center Admin or Supervisor of the Contact Center in order to see calls under the Live Calls and Hold Queue tabs. If you are solely an Office or Company Admin, you will only see the list of agents.


Customizable filters

Supervisors and Contact Center Admins can search and save specific filters for their call center and agents. These unique filters can be based on a subset of the supervisor's agents within a specific queue that has hundreds of agents assigned.

Dialpad provides the following filters:

  • Specific contact center(s)
  • Specific agent(s)
  • Specific Contact Centers and specific agents within those Contact Centers
  • Local agent(s)
  • Agent status   

Create and save a filter

Create and save your favorite filters for easy reference. 

To create and save filters for the Monitor all contact centers view:

  1. Choose the desired criteria from the drop-down filter menus, and select Apply
  2. Select Save as a new filter  
  3. Name your filter
  4. Select Save                

Once saved, the filter will appear in your Saved Filters section of your Monitor All Contact Centers tab.  

When viewing saved filters, the Live Calls and Agents tab will update to display only the selected agents, call centers, and activities associated with your saved filter.

We know your business needs are constantly evolving — don't worry — there are no restrictions on the number of filters you can save. 

Edit or delete a saved filter

Saved filters can be deleted or edited at any time.

  1. Select the saved filter
  2. Make the desired changes
    • Select either Save edits, Save as new filter, or Delete filter

save_or_edit_filter.png

Specific contact center(s) filter

Filtering by specific Contact Center(s) saves the details of the Contact Centers that the Supervisor is monitoring, as well as shows all the agents that are assigned to that Contact Center. 

  1. Select Filter by Contact Center
  2. Check the boxes beside the desired Contact Centers
  3. Select Apply

Once applied, only the agents and live interactions for the selected Contact Centers will be visible in your Live Calls and Agents tab.

Specific agent(s) filter

Filtering by agent allows you to view selected agents across multiple Contact Centers. 

  1. Select Filter by Agent
  2. Check the boxes beside the desired agents
  3. Select Apply

Once applied, you'll only see the live interactions for the selected agents.

Specific contact center and specific agents filter

Filtering by specific Contact Centers and specific Agents, allows you to narrow down the list of agents across multiple call centers.

  1. Select the desired Contact Center(s)
  2. Select the desired Agent(s)

Once applied, you'll only see the interactions for the selected agents within the selected Contact Centers.

Local agent(s) filter

Once you’ve already filtered for specific Contact Centers and Agents, use the Local Agent filter to view even more granular Agent activity data.

  1. Filter the desired agents and contact centers
  2. Select Name to view the list of agents
  3. Check the box(es) beside the desired Agent’s name(s)
  4. Select  Apply

Once applied, you'll only see interactions for the selected agents within the selected contact centers.

Agent status filter

Quickly view who’s available by filtering all or some, of your agent’s statuses within a Contact Center.

  1. Select Status
  2. Check the box beside the desired status type(s)
  3. Select  Apply

Next, sort your data for easy comprehension. 

Select Sort by to change the sort order — here, you can organize your view by Agent Name, Status, or Longest Time in Status.sort_by_status.png

The default sort order is First Name A-Z.

Manually set an agent’s status

Did your agent forget to change their status when they went on a break? 

Contact Center Admins and Supervisors, with Office Admin Permissions, can manually change an Agent’s status, enabling granular reporting on break types. 

  1. Select the arrow beside the agent’s current status
  2. Choose a new status

Manually set an agent’s DND status

Did your agent forget to change their DND status? 

Contact Center Admins and Supervisors, with Office Admin Permissions, can manually change an Agent’s DND status for each Contact Center they are assigned to. 

  1. Select the down arrow beside the Agent’s name
  2. Toggle the DND slider on or off for the desired Contact Center

For more information on Working as a Contact Center Supervisor, be sure to read this Help Center article.

Frequently asked questions

Why don't I see calls under the Live Calls or Hold Queue?

You must be a Contact Center Admin or Supervisor of the specific contact center in order to see its calls under Live Calls and Hold Queue.

If you are an Office Admin or Company Admin without Contact Center Admin or Supervisor permissions, you will only see the list of Agents.







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