Working as a Digital Engagement Supervisor

Let's take a look at working as a Digital Engagement Supervisor with Dialpad.

Call Center Inbox

To access your Call Center's Digital Engagement inbox from the Dialpad app, navigate to Call Centers and select the Call Center.

Your Inbox displays:

  • In Automation: Live view of conversations being handled by a configured automation
  • Hold Queue-  Live view of callers waiting to connect to an agent
  • Live Conversations- Overview of live conversations, highlighting the Agent, channel type, guest name & time Started
  • Agents - Displays Agents within the Call Center, their status, time within the status, and an easy toggle button to switch agents on and off of DND
  • Your Conversations - Displays your assigned active conversations 

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Monitor Agent Availability 

Digital Engagement Supervisors can monitor agent availability from the Call 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.

Sort_by_Status_DE_.png

The default Agent sort order is ‘Agents on call’.

Change Agent Status

From the individual Contact Center Agents view, Call Center Admins with Call Center Administrator Permissions can easily update an Agent’s Global Availability Status.

Simply select the Agent's current status and choose a new status from the drop-down menu.

Change an Agent's DND Status

Supervisors and Call Center Admins with Call Center Administrator Permissions can quickly set an Agent to DND from the Call Center's Agents view. Simply toggle the DND slider on or off and their availability will update instantly.Digital_Engagement_DND_Supervisor.png

Change an Agent's DND Status for Select Call Centers

Supervisors and Call Center Admins with Call Center Administrator Permissions can change an Agent’s DND status for multiple call centers by clicking the arrow menu button beside the Agent’s name. Here, they can view the Agent's DND settings for each Call Center and toggle DND on or off for the desired Call Centers. 

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Supervisor Whisper

Live call whispering allows Call Center Supervisors to talk to Agents without the customer knowing. This is useful not only when training but also helping Agents navigate challenging customer interactions.

To whisper on a chat, navigate to the Live Conversations tab of your Contact Center. 

  1. Select the desired conversation
  2. Select Viewlive_conversations_omni.png
  3. Type the desired whisper message to the agentWhisper_to_Agent.png
  4. The Whisper Message displays to the Agent in their live conversation — new Whisper messages are differentiated by the orange background.Agent_View_Whisper.png

 

Supervisor Take Over

If a Supervisor feels an Agent is not handling the conversation correctly, they can jump in and take over the conversation.

To take over a call, navigate to the Live Conversations tab of your Contact Center. 

  1. Select the desired conversation
  2. Select Viewlive_conversations_omni.png
  3. Select Take over the sessionTake_Over.png
  4. Re-confirm that you want to Take Over the conversationconfirm_takeover.png

The conversation will now appear in the Supervisor’s Your Conversations tab

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