Manage Call Center Alerts

Call Center alerts are available on the Call Center Pro and Enterprise plan. 

Keep tabs on the health of your call center with managed alerts. Visible from the dashboard, alerts can also be sent via Dialpad message or email to the Call Center Admin as well as a custom list of fellow team members. 

Admins can set alerts for activities like: 

  • Service Level (calls received, threshold, etc.) 
  • Agent duty status 
  • Queue size and hold time

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Set Alerts for your Call Center

To set alerts for your Call Center, follow these steps:

  1. Navigate to Admin Settings > Call Center and select your Call Center from the list 
  2. Navigate to Dashboard & Alerts

Here's where you'll see all the available alert options, including Service Level, Agent Duty Status, and Queue Hold Times. 

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Come back here anytime to adjust your alert settings or the list of recipients receiving alerts.  

Service Level

Service Level alerts help Admins ensure that inbound calls are answered in a timely manner. Service Level alerts are triggered on the hour and calculated over the preceding hour.

Supervisors can set the following service level alerts: 

  • Number of seconds inbound calls should be answered 
  • Threshold for the % of calls that you want to meet the time set above

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Admins can also set up a custom list of recipients to push alerts to beyond any other assigned Admins or Supervisors.

Agent Duty Status

Need to keep a pulse on your Agents? Admins can set Agent Duty Status alerts for the following scenarios: 

  • No agents on duty (only triggered during open hours) 
  • Agents off duty (only triggered during open hours) 

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Admins can also set up a custom list of recipients to push alerts to beyond any other assigned Admins or Supervisors.

Dialpad Tip: Don't forget that Agents can switch themselves to off-duty or be moved off-duty if a Supervisor sets the Agent to unavailable.  

Queue Size and Hold Time 

Queue size and hold time alerts let Admins know when their hold queue limits are reached. Queue size and hold time alerts include: 

Hold Queue Size Alert

  • Triggered once the hold queue hits your designated threshold
  • If the queue size decreases and then hits the threshold again, the alert will be triggered again

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Hold Time Alert

  • Triggered when the caller who has been waiting the longest hits your designated threshold

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Admins can also set up a custom list of recipients to push alerts to beyond any other assigned Admins or Supervisors.

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Have more questions about Call Centers? Check out our FAQ