Monitor All Contact Centers

Managing multiple Contact Centers can mean keeping tabs on 100's 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. 

Monitor All Call 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 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 ContactCenter 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 call centers monitored by Supervisors or Admins.
  • Agents are visible to Supervisors, Call Center Admins, and Office/Company Admins

To access the Monitor all call centers tab, first, head to the Dialpad app. 

1. Navigate to Call Centers
2. Select Monitor All Call Centers

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 call center(s)
• Specific agent(s)
• Specific Call 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. 

1. Create your search filter by selecting the desired criteria from the drop-down filter menus at the top of the Monitor All Call Centers view
2. Select 'Save as new filter' on the yellow banner
3. Name your filter
4. Select 'Save'                                                                       

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

When viewing your 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, not to 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
3. Select either 'Save edits' or 'Save as new filter'

To delete the filter, select 'Delete filter'

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. 

Select Filter by Contact Center, check the boxes beside the desired Contact Centers, and 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. 

Select Filter by Agent, check the boxes beside the desired agents, and select Apply.

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

Specific Contact Center Filter 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.

First, select the Call Centers you would like to view. Then, select the Agents.

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

Local Agent(s) Filter

Once you’ve already done a top-level filter for specific Contact Centers and Agents, use the Local Agent filter to view even more granular data on Agent activity.

Select Name to view the list of agents, then check the box beside the desired Agent’s name and select  ‘Apply’

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

Agent Status Filter

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

Select Status to view the status types, then check the box beside the desired status type and 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.

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? 

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

1. Click the arrow beside the agent’s current status to access the pop-up status menu. 
2. Select a new status for the agent.

Manually Set an Agent’s DND 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 DND status for each Contact Center they are assigned to. 

1. Click the down arrow beside the agent’s Call Center total
2. Toggle the DND slider to enable or disable Do Not Disturb for the desired ContactCenter

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