Contact Center and Sell

Admin

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

Call Center Settings

• Add All-Party Consent States to Exception List
• 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

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 Average Speed to Answer & Service Level (April 9, 2021)
• Call Center Analytics
• Call Center Weekly Email Summary
• Customize Your Call Center Wallboard
• Call Dispositions Analytics
• Changes to Coaching Center (May 1, 2021)

Voice Intelligence

• Custom Moments
• Custom Moment + Real-Time Assist Tips
• Voice Intelligence + Supervisor Insights
• Real-Time Assist (RTA) Cards
• Real Time Assist Cards Overview

Dialpad Sell Only Features

• Local Presence
• Voicemail Drop
• Manage a Coaching Team