Overview
As a contact center supervisor, you can monitor your contact centers, listen to calls, and manage your customer service representatives (CSRs).
Who uses this feature
Administrators and managers
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
Contact Center Supervisors can monitor calls, listen in, take control, and view or change CSRs' status.
Only advanced seat users can be assigned to contact centers.
Understand the call center inbox
Go to the top toolbar and click Phones Pro
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.
In the Phones Pro embedded dialer, click the Wrench icon.
In the Phone Preferences window that opens, click View Dialpad Settings.
Your Dialpad profile opens in a new tab.In your settings, click Launch Dialpad.
In Dialpad, click the contact center.
The contact center inbox works similarly for contact center supervisors as for CSRs in the embedded dialer.
You can access the following features from the contact center inbox:
Hold queue
Live calls
Agents
New
All
Missed
Messages
Voicemails
Recordings
Spam
If you're assigned as a supervisor to multiple contact centers, you can view the hold queue and active calls for all your contact centers using the Monitor all contact centers screen.
Listen to calls
Whether you're coaching a CSR through a new call or just making sure everything is going smoothly at a contact center using spot checks, you can listen into any active calls:
Go to the contact center or the Monitor all contact centers screen.
Click the Live Calls tab.
Select Listen In for the call you want to listen to.
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 the customer is unaffected.
Monitor CSRs availability
Note: When you set a CSR availability status, it applies to all contact centers.
Use the Agents tab to monitor CSR status:
In A Meeting: Currently in a meeting.
On a Call: Currently on active inbound or outbound call.
Note: If the CSR is marked Off Duty when they place an outbound call, their status does not change.
Receiving a call: Currently on an active inbound call.
Wrap-up: CSR is in their post-call wrap-up (if applicable to your contact center).
Available: Available to receive a call. This applies to all contact centers.
Available - Do Not Disturb: CSR is set to Do Not Disturb. This applies to the individual contact center.
Note: The Do not disturb status is temporary. For example, if you're using the restroom but you're still assigned to the contact center.
Off Duty: CSR status is set to Off Duty. This applies to all contact centers.
Lunch-Time (custom Off Duty status): Off duty and can't receive an inbound call during lunch break.
To change the CSR status:
From the contact center, click the Agents tab.
From the Status dropdown, select the relevant option.
Or,
From the dropdown select the status to Available to make them available. Their status changes to Available.
From the dropdown select the status to Off Duty to make them unavailable. Their status changes to Off Duty.
You can also set CSR availability for a particular contact center by enabling or disabling the DND option on the Agents tab.
