Contact Center and Sell

Admin

• Create & Manage a Call Center
• Queue Priority
• Assign Agents to Call Centers
• Geographic Routing (EAP)
• View a Call Center Dashboard

Call Center Settings

• Agent Screen Capture
• Set Up Call Recording for a Call Center
• Enable & Create Call Dispositions
• Customer Satisfaction (CSAT) Surveys
• Set Call Routing Rules for Call Centers
• In-Queue Callback

Working in a Call Center

• Using Desk Phones with Your Call Center
• Call Center DND vs Off Duty Toggle
• Log a Call Disposition
• Working as a Call Center Supervisor
• Working as a Call Center Agent

Analytics

• Changes to Service Level & Wait Time (September 25, 2020)
• Customize Your Call Center Wallboard
• Call Center Weekly Email Summary
• Call Dispositions Analytics
• Call Center Analytics

Voice Intelligence

• Custom Moments
• Real-Time Assist Tips
• Voice Intelligence + Supervisor Insights
• Real-Time Assist Cards
• Real Time Assist Cards Overview

Dialpad Sell Only Features

• Local Presence
• Voicemail Drop
• Manage a Coaching Group