- 28 Sep 2023
- 8 Minutes to read
Working as a Contact Center Supervisor
- Updated on 28 Sep 2023
- 8 Minutes to read
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 the tone of the call and the customer experience.
Let's take a look at working as a Contact Center Supervisor in Dialpad.
Contact center inbox
To access your Contact Center's inbox from the Dialpad app, navigate to Contact Centers and select a Contact Center.
Your Contact Center Inbox displays:
- Hold Queue - Real-time view of callers waiting to connect to an agent
- Live Calls - View live calls using Dialpad's Ai to demonstrate call sentiment and call purpose
- Agents - List of Agents within the Contact Center, their status, and time within the status
- New - Events that have not been read by any Contact Center operators
- All - All contacts that have interacted with the Contact Center
- Missed - Calls that were not picked up by any Contact Center operators
- Messages - All messages for the Contact Center
- Voicemails - Voicemails for the Contact Center
- Recordings - Call recordings for Contact Center calls
- Spam - Spam messages and calls
Monitor agent availability
Contact Center Admins and Supervisors can monitor agent availability from the Contact Center’s Agents tab view.
Here you will see a list of Agents, their availability status, and the duration of their availability status.
Sort your agents by name, status, and more by selecting the arrow beside the Sort By menu.
The default Agent sort order is Agents on call.
The default sort order prioritizes all agents who are signed into the queue and are actively participating in ContactCenter interactions.
Agents on a call will be prioritized at the top, followed by those receiving a call, in wrap-up, available, or in any customizable Off Duty state.
Change agent status
If authorized, Contact Center Supervisors and Admins can easily update an Agent’s Global Availability Status from the individual Contact Center's page.
Simply select the Agent's current status and choose a new status from the drop-down menu.
Change an agent's DND status
If authorized, Contact Center Supervisors and Admins can quickly set an Agent to DND from the Contact Center's Agents view. Simply toggle the DND slider on or off and their availability will update instantly.
Change an agent's DND status for select contact centers
If authorized, Contact Center Supervisors and Admins can change an Agent’s DND status for multiple Contact Centers by clicking the arrow menu button beside the Agent’s name. Here, they can view the
Agent's DND settings for each Contact Center and toggle DND on or off for the desired Contact Centers.
You can only change the DND status of an agent in a specific Contact Center if you are a Contact Center Admin or Supervisor for that Contact Center.
Before a Contact Center Admin and Supervisor can change an Agent's DND status, Contact Center Administrator permissions must be enabled.
Monitoring multiple contact centers
Dialpad makes monitoring multiple Contact Centers easy with customizable views and filter options.
Be sure to read this Help Center article to set yourself up for success.
Call monitoring features
Outstanding customer service requires daily attention, agent coaching, and continuous review cycles. Dialpad offers several Contact Monitoring features allowing Contact Center Admins, Supervisors, and Coaches to keep tabs on live calls and assist when needed.
Learn about our Listen-in, Whisper, Barge, and Takeover features in this Help Center article.
Call purpose categories
Have you ever wished you could quickly view, sort, and tag calls based on their content without having to add tags or dispositions manually? Never fear, Dialpad’s Ai automatically detects a call’s purpose, allocates a category, and tags it for you!
Ai reviews calls as they take place, tags the Call Purpose as one of the defined category types and displays the purpose on the Live Calls tab.
If Dialpad is unable to detect a purpose, the call will be marked as Unable to detect
In the event a call does not fall into a category type, the Call Purpose will display “as is”.
If the call purpose changes as the call continues, the live call view is updated with the latest detected call purpose.
Ex: "I want to talk to the billing department" will categorize the call as "Billing".
During the call, if the user mentions "I want to cancel my plan", the call is then recategorized as Cancellation.
Call Purpose Categories also appear in the Highlights tab of the call's summary in your Call History.
Click on the Call Purpose Category and the transcript will open, highlighting the exact moment when the Call Purpose Category was triggered.
Call purpose sorting options
Call Purposes can be viewed from the Live Calls tab of the Monitor All Contact Centers tab, as well as in each individual Contact Center live view.
Select the arrow beside the Call Purpose column to sort your group or Contact Center’s live calls by their call purpose category.
Hover over the category type to see the exact phrase that triggered the categorization.
Select View Call to watch the live transcript.
Once enabled for the Contact Center, Contact Center Supervisors and Contact Center Admins can pick and choose which caller is connected to which agent.
No matter where a call is in line in the hold queue, a Supervisor (or Contact Center Admin) can assign it to one or more agents.
To assign a call:
- Navigate to the Hold Queue
- Click Assign an Agent
- Select an agent from the drop-down menu
The Hold Queue will instantly update, with the assigned Agent’s name beside the call.
Assign multiple agents to the same call (there’s no limit!)
To assign another agent to a call, select the ‘+’ beside the assignee name.
In order for an Agent to be assigned a call, they must be currently on a call, in wrap-up, set as Available, DND or in a customized Off-Duty State.
Assigned calls are subject to queue prioritization — if an agent is assigned multiple calls, the call that has been assigned with the higher queue prioritization will be delivered to the agent first. Calls assigned with the same priority will deliver the call that has been waiting the longest.
If an Agent is assigned a call while in wrap-up (or on a call), and they then change to an off-duty status (instead of reverting to Available), the call assignment will reset and the call will retain its place in the queue.
If an assigned Agent declines the call, the Agent will be switched to off-duty and the call will reenter the queue. The assignment will also reset, and the queue position is maintained, the call will be delivered to the next available agent.
An assigned call will display as a traditional call in your Contact Center’s reporting and analytics.
However, assigned calls display in the Call Journey.
Frequently asked questions
How is the default ‘Agents on call’ view sorted?
The default view is prioritized automatically.
#1: Agents On A Call (Not Off Duty)
On A Call (Not Off Duty) Status names are sorted alphabetically and further organized by the longest time in that status
#2 Agents Available
- Agents that are ‘Available’ but not in DND filter to the top of the Available list and are further organized by the longest time in that status
- Agents that are ‘Available’ and in DND filter to the bottom of the Available list and then sorted by the longest time in that status
#3 Agents Offy Duty & Off Duty Custom Statuses
- Off Duty & Off Duty Custom Status names are sorted alphabetically, followed by the longest time in that status
Agents who are in a generic or customizable Off Duty state, and On a Call, or In a Meeting, will remain in the Off Duty list within the sort order but show the activity (sub status) within the state.
Can I monitor agents across multiple Contact Centers?
Absolutely! Read this Help Center article for full details.
Can I create custom call purpose categories?
No. Call purpose categories are generated automatically by Dialpad’s Ai.
Can I view or edit a call purpose category type after the call?
No. Call purpose categories are only visible in the Live Calls tab.
Can a call have more than one call purpose type?
Absolutely! As the call direction changes throughout the call, Dialpad Ai detects the new call purpose type and adds the new category. Each call purpose type will be displayed in the call's summary.
In the event a call cannot be categorized clearly, it will remain uncategorized.
I'm a contact center supervisor, why can't I change an agent's DND or global availability status?
Currently, only Contact Center Admins with Office Admin permissions are able to change an Agent's DND or Global Availability Status.
My agent missed a call but wasn't set to off-duty, why?
If a caller hangs up before an Agent answers the call, they will not be set to Off-Duty and the call will display in the missed call statistics.
Want to learn more?
Visit this Help Center article to get answers to common questions surrounding Contact Centers in Dialpad.