What happened to Call Queues?
We've retired Call Queues to make way for a better solution—Call Centers by Dialpad. Don't worry though, all the features you've used with Call Queues are still here but with bonus features like:
- Expanded agent routing (round robin, fixed order)
- Real-time dashboard and alerts
- Real-time coaching metrics like listen and barge in
How many Agents can I assign to my Call Centers?
Depending on your call center plan (contact our support team if you're unsure), the number of Agents per Call Center varies:
Call Center Free: 5 Agents per Call Center
Call Center Standard: 25 Agents per Call Center
Call Center Pro: 200 Agents per Call Center
Call Center Enterprise: 500 Agents per Call Center
How are agent licenses consumed?
When you purchase a Call Center agent license, that license is tied to the individual user. That means that individual user can be assigned to any other call centers within your Office without consuming additional licenses.
If you remove a user as an agent from one call center but don't see a change in your agent license count, double check to make sure they're not assigned as agents on other call centers within your Office.
Is there any minute calling caps for Call Centers?
Yes. All Call Centers regardless of plan type come with unlimited inbound minutes and 3,000 outbound minutes per seat (1c/min above that).
How many Call Centers does my plan support?
Depending on your call center plan (contact our support team if you're unsure), the number of Call Centers per plan varies:
Call Center Free: 1 Call Center max
Call Center Standard: 3 Call Centers max
Call Center Pro: 25 Call Centers max
Call Center Enterprise: Unlimited Call Centers
What Agent routing options do I have?
Currently, we support Fixed Order, Round Robin, and Longest Idle. You'll find these options under Agents & Admins from your Call Center in the Admin portal.
Depending on your plan type, some routing options may not be available to you.
Dialpad Tip: Longest Idle is only calculated based on calls you receive as a Call Center Agent (so not calls to your direct, personal line).
Do Call Centers have the whisper functionality?
We found that the whisper feature was pretty distracting (how can you pay attention to what your caller is saying with someone whispering in your ear?).
Instead, Supervisors can message their Agents while they're listening in on their call—less distracting, more direct, and all in one central place.