Working as a Call Center Supervisor

Supervisors in a Call Center are able to monitor all Agents and calls. Dialpad allows Call Center Supervisors to view the live sentiment and purpose of calls while they're taking place.

With Dialpad, supervisors can understand exactly what's going on, and decide if they should listen in, barge, or take over. If supervisors would just like to view a real-time transcript, Voice Intelligence will provide the conversation in text as well.

However, if a supervisor would like to monitor and coach agents; it's all possible!

Let's take a look at working as a Call Center Supervisor in Dialpad.

Call Center Inbox

From the Dialpad app, navigate to Call Centers and select a Call Center.

It will open the inbox that contains the Call Center's Hold Queue, Live Calls, Agents, New (Notifications), All (Notifications,) Voicemails, Messages, and Recordings tabs.

Monitor All Call Centers

The Monitor All Call Centers features allow the supervisor to see the Call Center activity across all call centers they are monitoring and provides access to the following insights:

• Hold Queue - will show all interactions waiting in the hold queue to be delivered to an agent
• Live Calls - all interactions currently being handled by an agent
• Agents - all agents assigned to the call centers being monitored by the supervisor or CC Admin

From the Dialpad app, navigate to Call Centers and select Monitor All Call Centers. 

Monitor All Call Centers Filters

Supervisors and call 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. Once a filter is saved, the Live Calls and Agents tab will update to show only the agents that were part of the saved filter. 

Supervisors can also filter by specific call centers. 

To monitor only a small set of call centers, they can select and save the call centers they wish to monitor.  Creating this new filter will update the Hold Queue, Live Calls and Agents tab to only show interactions and agents that are associated with those call centers.   

There are multiple ways supervisors can search and save their filters.  

• Search by specific call centers and save the filter.

This will save the Call Centers that the supervisor is monitoring, as well as show all the agents that are assigned to that call center.  Only the agents and live interactions for those Call Centers will show in the Live Calls and Agents tab.

• Search for specific Agents and save the filter. 

This search will save the agents selected across multiple call centers. 

The Live Calls tab will only show the interactions being handled by the agents in the filter and the Agents tab will only show the agents in the filter.

• Select specific Call Centers and specific Agents within those Call Centers. 

This helps to first narrow down the list of agents across call centers and then allows the supervisor to choose which agents they wish to monitor within those call centers. 

Once the filter has been saved, the Live Calls tab and Agents tab will only show the saved agents in the filter.

Listen In, Barge, Whisper, and Take Over (Live Calls)

As a Supervisor, navigate to the Live Calls tab to see active calls that Agents are on. It will display the Agent, caller, live sentiment, purpose of the call, and duration of the call.

Select View Call to see the real-time transcript, then Listen In to hear the Agent and caller speaking to each other.

From there, you're able to select Barge Call or Whisper to join the call alongside the Call Center's Agent. With Barge Call, you'll join as a third party in the conversation, being able to converse with both sides, and with Whisper, you'll join to provide coaching to the agent without the customer hearing. If you'd like to remove the Agent and speak one-on-one with the caller, select Take Over Call.

Please note that this capability is also available to Departments, but users must have Admin-level permissions through a Contact Center or Sell license on the Pro or Enterprise plan in order to see it.

Monitor Your Agents

Navigate to the Agents tab to see all Agents assigned to this Call Center. It will display the Agent, their availability status, and the duration of their availability status.

Select Set to Available or Set to Unavailable to manually change the Agent's availability status.

Here are the availability statuses that appear:

• On a Call: Agent is on an inbound or outbound call
• Idle/Available: Agent is available to receive an inbound call
• Off Duty: Agent is off duty and unable to receive an inbound call
• Off Duty (Do Not Disturb): Agent is set to Do Not Disturb mode and unable to receive an inbound call
• Wrap Up: Agent is in post wrap-up time after completing an inbound call, unable to receive another inbound call until the set time passes

Want to learn more?

Visit this Help Center article to get answers to common questions surrounding Call Centers in Dialpad.