Contact Center and Ai Sales

• Differences Between Departments & Contact Centers
• Create & Manage a Department
• Assign Operators to Departments
• Manage a Contact Center
• Create a Contact Center
• Assign Agents to Contact Centers

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• Set Call Routing Rules for Contact Centers
• Custom Off Duty Status
• Set Up Call Recording for a Contact Center
• Post-Call Wrap-Up Time
• Skills-Based Call Routing
• In-Queue Callback

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• Call Monitoring Features
• Multiple Call Centers Live Dashboard
• Working as an Operator
• Working as a Department Administrator
• Working as a Contact Center Agent
• Call Center DND vs Off Duty Toggle

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• Contact Center Analytics
• Analytics Glossary
• Call Dispositions Analytics
• QA Scorecard Analytics
• How often does the Contact Center dashboard refresh data?
• Customize Your Contact Center Dashboard

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• Local Presence Area Codes
• Manage a Coaching Team
• Voicemail Drop
• Local Presence

• Custom Moments
• Real-Time Assist Cards & Custom Moments Best Practices
• Dialpad Ai + Supervisor Insights
• Real Time Assist Cards
• Ai CSAT (Customer Satisfaction) Add-on

• Dialpad Business Intelligence (BI)
• Dialpad BI Datasets and Data Concepts
• Using Dialpad Business Intelligence (BI)
• Dialpad Business Intelligence Report Tips
• Dialpad Business Intelligence (BI) FAQs
• BI Reporting: Call Metrics By Disposition Report

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