Agent Global DND and Personal Working Hours Behavior Change

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We’re on a mission to completely transform how the world works together and our team works around the clock designing groundbreaking, truly unified products — all powered by the most advanced communications Ai in the world!

We're always rolling out updates containing new features and capabilities to ensure you get the most out of Dialpad. Let's take a look at a feature we have coming out soon.

Who will this impact?

Contact Center Agents and Supervisors

What is changing and why?

Currently, when an Agent is on-duty in their Call Centers and they enable their Global Do Not Disturb (DND) status, they will not receive any inbound calls, including Contact Center calls.

With our updated product, when an Agent is on-duty in a Call Centers and they turn their Global DND on, it will prevent them from getting any inbound direct calls, Mainline and Department calls, but they will still continue to receive Contact Center calls.  

If an Agent wants to stop receiving calls from a specific Contact Center, then they can put themselves in DND for that Call Center. 

If an Agent wants to stop receiving calls from all of their assigned Call Centers, then the Agent must put themselves into the “Off-Duty” status.

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With this feature update, Personal Working Hours will only impact routing rules for your assigned Departments and Mainline, and not Contact Centers.  

Meaning, if your personal working hours close at 5:00 PM, and your assigned Shared Line receives a call at 5:01 PM, your devices will not ring, even if your Shared Line closes at 6:00 PM. Instead, the call will be routed to other available Operators assigned to that Shared Line.

This updated feature is helpful for customers who wish to keep their Agents focused on Call Center calls.

When will this be released?

Soon! This feature will be released in Q1 of 2023.

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