Assign Agents to Call Centers

 

Agents in a Call Center are able to make and receive calls, engaging with customers on behalf of your business.

Let's take a look at assigning Agents to a Call Center in Dialpad.

Assign an Agent

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From Dialpad.com, navigate to Admin SettingsCall CentersAgents & Admins 

Select Add people from your team and enter the name or email address for the user. Select your routing type, such as skills-based routing, to then prioritize which Agents receive calls based on their rank and proficiency for a specific type of call.

Initially, this user will appear as an Agent, but you're able to make them an Admin or Supervisor using the same menu.

  • Call Center Supervisors have all the access as an Agent or Rep with the ability to utilize coaching metrics like Listen In, Barge In, and Take Over, as well as access the dashboard and set alerts
  • Call Center Admins have all of the above-mentioned access in addition to being able to edit Call Center settings

Select Options Make Admin or Make Supervisor. You will see this user's role change in the list.

Upgrading Users From Dialpad Talk to Dialpad Contact Center

When you add a Talk user to a call center, you’ll receive a prompt to upgrade the Talk user to a Contact Center or Sell license. You must upgrade in order to move the user to a call center, which may require purchasing a new license.

This upgrade will occur instantly, so you don’t have to worry about downtime.

If you choose to upgrade to Dialpad Contact Center, you’ll have an option to let them keep their existing numbers or remove them. If you keep the existing number, you’ll be billed for an additional number on that user’s line.

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Assign an Agent to Multiple Call Centers

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From Dialpad.com, navigate to Admin Settings > OfficeUsers.

Choose the user and select Options > GroupsMake Call Center Agent. You'll see a full list of Call Centers that this user can be assigned as an Agent.

Select the Call Centers, then Close to save any changes. You can also use this method to remove an Agent from multiple Call Centers at the same time.

Ring Connected Devices

Agents should ensure calls ring connected devices.

From Dialpad.com, the Agent will go to Your settings Your Devices and select the 'Ring This Device' checkbox.

Calls are able to ring Dialpad on desktops, laptops, mobile devices, desk phones, room phones, and forwarding numbers.

What's Next?

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