Service Titan Knowledge Base

Supervise call centersLast updated on 03/22/2022

As a call center supervisor, you can monitor your call centers, listen to calls, and manage your customer service representatives (CSRs).

Things to know

  • Call center inboxes using the Monitor screen allow you to see a maximum of 25 calls at a time.

Understand the call center inbox

  1. Go to the navigation bar and click Phones Pro icon-phone.png to open the embedded dialer. Note: If you don’t have the embedded dialer enabled, sign in to your Dialpad account and skip to step four.

  2. In the Phones Pro embedded dialer, click the Wrench icon.

    Phone Preferences opens.

  3. Click View Dialpad Settings.

    Your Dialpad profile opens in a new tab.

  4. In your settings, click Launch Dialpad.

  5. In Dialpad, click Inbox.

The call center inbox works similarly for call center supervisors as for CSRs in the embedded dialer.

You can access the following features from the call center inbox:

  • Hold queue

  • Active calls

  • Agents

  • Notifications

  • Voicemails

  • Recordings

If you’re assigned as a supervisor to more than one call center, you can view the hold queue and active calls for all your call centers using the Monitor screen.

Listen to calls

Whether you're coaching a CSR through a new call or just making sure everything is going smoothly at a call center using spot checks, you can listen into any active calls:

  1. Go to the call center or Monitor screen.

  2. Select Listen In for the call you want to listen to.

  3. From the Listen In screen, you have the option to record, hold, or end the call. If the CSR needs extra help with the call, select Barge In to assist the CSR with the call, or Take Over to drop the CSR and transfer the call to you.

Note: When you listen in on a call, selecting Hold or Hang up only affects your portion of the call. The connection between the CSR and customer is unaffected.

Monitor CSRs

Use the Agents tab of the call center inbox to monitor CSR status:

  • On a Call—Currently on an active inbound or outbound call.Note: If the CSR is marked as Off Duty when they place an outbound call, their status does not change.

  • Idle/Available—Available to receive a call

  • Off Duty—CSR status is set to Off Duty

  • Off Duty [Do Not Disturb]—CSR is set to Do Not DisturbNote: Do Not Disturb status is temporary. For example, if you’re using the restroom but you’re still assigned to the call center.

  • Wrap Up—CSR is in their post-call wrap-up (if applicable to your call center)

You can also set CSR availability for a particular call center:

  1. From the call center, click the Agents tab.

  2. For a CSR:

    • Click Set to available to make them available. Their status changes to Idle / Available.

    • Click Set to unavailable to make them unavailable. Their status changes to Off Duty.

Want to learn more?

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.