Contact Center Admin

Contact Centers provide teams with more flexibility and many more advanced features than Departments .  Features include: Flexible routing options   Real-time dashboard   and   service alerts Real-time coaching via...

Get the most out of your Contact Center by customizing your settings and preferences. Each Contact Center can have its own routing rules, agents, and so much more. Let's dive in to the details. Contact Center administrator settings ...

Create a Department after setting up your Main Line in Dialpad.  Departments route callers to a specific group or team, such as sales and customer support. Create a Department To create a department, head to your Admin Settings at...

Get the most out of your Department by customizing its settings and preferences.  Each Department can have its own routing rules, agents and so much more.  Let's dive into the details.  Assign operators  Assign users ...

Contact Center agents are front-line employees who interact with your customers through various communication channels like phone, email, or chat.  Once you've created a Contact Center, its time to assign agents to it.  Let's dive int...

Operators assigned to a Department can interact with callers in real-time, efficiently answering questions and providing assistance. Nothing is ever set in stone, Admins have the flexibility to assign and un-assign operators as needed.  Let...

Queue priority  allows you to prioritize which contact center queues are more important than others so that, while busy, you can ensure important calls are answered first. Normally the oldest call gets served to the next available, but i ...

Real-time metrics let you make real-time decisions. Get real-time insights into your business with Dialpad's built-in contact center dashboards. Monitor metrics such as ongoing calls, average speed to answer, agent availability, and more. With a le...

Geographic Routing allows you to automatically route inbound calls to different Contact Centers based on the area or country code of the caller. This reduces hold time and ensures callers are sent to the right contact center the first time, avoidi...

Departments and Contact Centers may appear similar at first glance, however, they are actually quite different! Both offer the ability to distribute calls to a group of users, but in brief, Departments are ideal for starting your business. As ...