Audible Off-Duty Notification

Who will this impact?

Office Admins can now choose to provide Contact Center Agents with a continuous audible notification when they are set to Off-Duty for missing or rejecting a Contact Center call. 

What is changing and why?

Currently, when a Contact Center Agent misses or declines a call, Dialpad automatically changes their status to Off-Duty, and Agents are informed via a pop-up push notification.

With this feature update, Agents will now be informed of their status change with an audible notification (tone) that will play until the Agent acknowledges they have been put Off-Duty and selects if they will revert to Available or remain Off-Duty. The push notification behavior remains unchanged, we have simply enhanced this experience with an audible notification. 

With a continual audible notification, Agents are incentivized to quickly acknowledge their change in status, resulting in a shorter time spent Off-Duty. Not only that, but it also eliminates Agents not realizing they were placed Off-Duty after missing a call. 

How does it work?

Office Admins can enable or disable the Agent Audible Notification behavior from theirCall Center Admistrator Settings.

This setting is enabled by default — if you do not want your Agents to receive the audible notification, you will need to manually uncheck the box beside Enable agent audible notification.

When will this be released?

This feature will be available to Users on March 21st, 2023