Let's take a look at Contact Center alerts in Dialpad.
Who can use this feature?
Contact Center alerts are available to Ai Contact Center and Ai Sales customers on the Pro and Enterprise plans.
Our discontinued 'Ai Voice with Call Center Add-On' license also supports this feature but is limited to existing customers.
Admins can set alerts for activities such as:
- Service Level (calls received, threshold, etc.)
- Agent Duty Status
- Queue Size & Wait Time
If sending via text or email, you can choose to send to all Admins and Supervisors, or to a custom list of recipients.
Set Alerts for Your Contact Center
From Dialpad.com, navigate to Admin Settings > Call Centers.
Once you've selected a Call Center, scroll to Dashboard and Alerts. It'll open a set of alert options including Short Abandoned Call Threshold, Service Level, No Agents On-Duty, Agents Off-Duty, Call Queue Size, and Wait Time.
Any time you'd like to adjust Contact Center alerts, return to this menu.
Short Abandoned Call Threshold
Short abandoned calls in which the caller hangs up within a specific timeframe defined by you; they are excluded from your service level calculations.
Supervisors can set this threshold to anywhere between 0 and 60 seconds.
Service Level
Service level alerts assist Admins to ensure that inbound calls are answered in a timely manner; they're triggered during open hours on the hour and calculated over the preceding hour.
Calculations include the duration of the call from the point it enters the Contact Center until an Operator answers. If there is a welcome greeting, the length of the greeting will be included in the duration as well. This also applies if the call is routed to a hold queue.
Supervisors can set the following service level alerts:
- Seconds within which inbound calls should be answered
- Threshold for the % of calls to meet the set time above
Admins can also set a custom list of recipients to push alerts beyond any other assigned Admins or Supervisors.
Agent Duty Status
No Agents On-Duty
Customize how to receive notifications if no agents are on duty while your Contact Center is open.
Admins can also set a custom list of recipients to receive push alerts beyond any other assigned Admins or Supervisors.
This alert will only be sent when an agent manually changes their status to "off-duty" during open hours, leaving no one available in queue. It currently does not support sending an alert when call centers go from closed to open and there are no agents on duty.
Agents Off-Duty
Customize how to receive notifications if agents set to off-duty status while your Contact Center is open.
Admins can also set a custom list of recipients to push alerts to beyond any other assigned Admins or Supervisors.
'No Agents on Duty' Email
If no Agents are on duty, you'll receive an email with an alert of who the last Agent on duty was and the reason for that Agent going off duty.
Call Queue Size
Call queue size lets an Admin know when their hold queue limit is reached.
It will also be triggered if the hold queue size decreases from the threshold and then hits the limit again.
Admins can also set a custom list of recipients to push alerts to beyond any other assigned Admins or Supervisors.
Wait Time
Wait time lets an Admin know when the current longest hold time reaches a certain length.
Admins can also set a custom list of recipients to push alerts to beyond any other assigned Admins or Supervisors.
Interested in learning more about Contact Centers? Visit this Help Center article to get answers to frequently asked questions.