Creating Custom Statuses
To create a custom off-duty status, you'll need to be an Office Admin. First, head to your Admin Settings from Dialpad.com
- Navigate to Office Settings
- Navigate to Call Center Off-Duty Statuses
- Select Create New Status
- Enter the name of the status
- Select Save
Office Admins can also edit or delete existing statuses.
Using Custom Statuses
From the Dialpad app, navigate to Call Centers and select the drop-down for your availability.
Select the custom off duty status created and your availability status in the Call Center will transition to off duty.
Admin & Supervisor View
From the Dialpad app, navigate to Call Centers and choose a Call Center.
Select Agents and you'll see an updated rundown of Agents and their availability statuses including any custom off duty statuses.
If you'd like to update manually, select Refresh.
Agent Status Analytics
Call Center Admins are able to access analytics for their Office and Call Centers.
From Dialpad.com, navigate to Analytics
- Filter to include a Call Center
- Select the Agent Status tab
Here, you'll see an overview of Agent Status analytics within a specified period of time.
It will display hours available and time on a call across the entire Call Center.
To see a leaderboard between Agents, scroll to the bottom. Here, the metrics are hours available, time off duty, time on a call, and time in wrap-up.