Working as a Contact Center Supervisor

  • Updated

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

Call Center Inbox

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

Your ContactCenter Inbox displays:

  • Hold Queue -  Real time view of callers waiting to connect to an agent
  • Live Calls - View of live calls using Dialpad's Ai to demonstrate call sentiment and call purpose
  • Agents - List of Agents within the Call Center, their status and time within the status
  • New - Events that have not been read by any Call Center operators
  • All - All contacts that have interacted with the Call Center
  • Missed - Calls that were not picked up by any Call Center operators
  • Messages - All messages for the Call Center
  • Voicemails - Voicemails for the Call Center
  • Recordings - Call recordings for Call 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’.

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.


🗒️ Note:

Before a Call Center Admin and Supervisor can change an Agent's Global Status, Call Center Administrator permissions.


Status Definitions

  • In a Meeting: Agent is on a Dialpad Meetings call
  • On a Call: Agent is on an inbound or outbound call
  • Receiving a Call: Agent is receiving 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
  • Available: Agent is available to receive an inbound call
  • Available - Do Not Disturb : Agent is set to Do Not Disturb mode and unable to receive an inbound call for that specific call center. Agent is available to receive inbound calls for other call centers
  • Off Duty: Agent is off duty and unable to receive an inbound call
  • Lunch-Time(custom Off Duty status): Agent is off duty and unable to receive an inbound call during their lunch break

Change an Agent's DND Status

If authorized, Call Center Supervisors and Admins 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.


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 call 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. 


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 Sorting Options 

Call Purposes can be viewed from the Live Calls tab of the Monitor All Call 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.


Call Assignment

Once enabled for the Call Center, Call Center Supervisors and Call 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 Call Center Admin) can assign it to one or more agents.  

To assign a call:

  1. Navigate to the Hold Queue
  2. Click Assign an AgentAssign_an_Agent.png
  3. Select an agent from the drop-down menu

The Hold Queue will instantly update, with the assigned Agent’s name beside the call. Assigned_to_Agent.png

Assign multiple agents to the same call (there’s no limit!)

To assign another agent to a call, select the ‘+’ beside the assignee name.

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 Call Center’s reporting and analytics. 

However, assigned calls display in the Call Journey.Assigned_call_journey.png


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


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?

No. At a given time, a call purpose will have only one assigned category. If a different call purpose is detected throughout the course of the call, the call is recategorized automatically. In the event a call cannot be categorized clearly, it will remain uncategorized and the transcript will display.


I'm a Contact Center Supervisor, why can't I change an Agent's DND or Global Availability Status?

Currently, only Call 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 Call Centers in Dialpad.