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We're always rolling out updates containing new features and capabilities to ensure you get the most out of Dialpad. Let's take a look at a feature we're bringing out soon.
Who will this impact?
Office Admins can now choose to provide Contact Center Agents with a continuous audible notification when they are set to Off-Duty for missing or rejecting a Contact Center call.
What is changing and why?
Currently, when a Contact Center Agent misses or declines a call, Dialpad automatically changes their status to Off-Duty, and Agents are informed via a pop-up push notification.
With this feature update, Agents will now be notified of their status change via an audible notification (tone) that plays until the Agent acknowledges they have been put Off-Duty and selects whether to revert to Available or remain Off-Duty. The push notification behavior remains unchanged, we have simply enhanced this experience with an audible notification.
With a continuous audible notification, Agents are incentivized to quickly acknowledge their status change, resulting in less time spent Off-Duty. Not only that, but it also eliminates Agents not realizing they were placed Off-Duty after missing a call.
How does it work?
Office Admins can enable or disable the Agent Audible Notification behavior from their Call Center Administrator Settings.
This setting is enabled by default — if you do not want your Agents to receive the audible notification, you will need to manually uncheck the box beside Enable agent audible notification.
When will this be released?
This feature was released in March, 2023.
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