Dialpad Contact Center Key Features

Support bestpractice guide 1
Table of Contents
    Table of Contents

      What is Dialpad Support?

      Dialpad Support is the inbound call center that enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, your agents have a single place to focus, troubleshoot, and resolve.

      In this guide, we'll highlight some of the key features that enable agents and managers to reach those goals.

      Hold Queues

      Setting up a hold queue ensures that your callers have a place to go when agents are ready yet to accept a new call.

      Hold queues include a number of different individual features, so customizing how calls are handled (and how long they're on hold) can happen in just a few clicks. Consider the following:

      • Is your call or support center 24/7 or specific business hours?
      • What's the max # of callers you want to keep in the queue at any time?
      • How do you want calls routed to agents (Fixed Order, Round Robin...)?
      • Do you want to offer a callback option?

      To create a new call center hold queue:

      1. Log in to dialpad.com
      2. Select the gear icon (must have admin credentials)
      3. Next to Call Centers click the + icon to create a new listing

      Once you've created your new call center and assigned your agents, you can dig into hold queue settings under Business Hours & Call Handling.

        Voice Intelligence

        Voice Intelligence™ is our artificial intelligence (Ai) technology that's automatically built inside of Support, offering a ton of features that help make data-driven decisions not just possible but really, really easy.

        Here are just a few examples of Vi features that are automatically included with your Support plan:

          • Live and post-call transcriptions
          • Real-time coaching with agent recommendation cards
          • Keyword and moment tracking (was there an uptick in a certain topic coming into your support lines?)
          • Customer Satisfaction (CSAT) scores
          • Live customer sentiment analysis

          Depending on your team's needs, you may not end up using all of these (or maybe you do!).

          The good thing is that you can customize which call centers have certain features and which don't—like in the case where you maybe don't need real-time coaching because the line is just a backup answering service when your business is closed.

          CSAT Surveys

          Are you leaving customers happy or well...the opposite of that? With Customer Satisfaction (CSAT) surveys, you can gauge how customers react to the support they were just given with an automated survey that asks them to rate their interaction. Options include:

          • Survey pre-amble, intro and question
          • Recording new prompts or uploading existing ones
          • Adding in a Vi enhancement
          • Thank you message

          After a caller provides their rating you can optionally ask them to explain why they chose that score. Let your callers know to press 1 to save their response. Voice Intelligence will record and transcribe the response.

          You'll be able to dig through these responses as well as the Vi transcriptions inside your Dialpad analytics.

          Handshake 2

          84% of customers say being treated like a person, not a number, is very important to winning their business (via Salesforce)

          Screen Capture

          Capture the screen, coach the agent. With screen capture, you can get a holistic view of the exact steps your agent takes once they connect with a caller.

          We'd suggest that where you decide to turn this feature on, you pair it with post-call Vi transcriptions so you not only get what was said but (in the case of recording the audio), how it was said and the steps your agent took.

          You'll find screen capture recordings saved in your call history analytics view.

          Real-Time Dashboards

          It goes without saying that access to real-time metrics is pretty clutch for support and call center managers. How do you know how to solve a problem you don't know exists?

          With Support, every call center that's set up includes a link to a real-time dashboard that includes metrics for areas like:

          • Completed, total, missed, and abandoned calls
          • Agent status (available, on a call, wrapping up)
          • # of live calls
          • Wait time, abandon rate, and agent to callers ratio

          To access your dashboard, just follow these steps:

          1. Log in to dialpad.com
          2. Select the headset icon (must have call center admin credentials)
          3. You'll see a pick-list on the sidebar for you to toggle between all your call centers

          Keep in mind this is only one half of the picture—you'll also be able to jump over to your Dialpad analytics to dig into historical call data as well as see larger trends.

          Post-Call Analytics

          Your Dialpad analytics platform offers up a ton of great stats to dig into, whether that's charting call activity over time or accessing an agent leaderboard with specific call metrics like placed vs received.

          There's a lot to unpack here but from the charting tab managers can:

          • Filter & search for calls by group or user (ex: Customer Support East vs West) whether that's together or separate searches
          • Filter & search for calls by date, time, or even keyword mentioned
          • Chart call volume over time (placed, answered, missed, etc)
          • Chart agent status, service levels, dispositions, and more

          Where your charting tab gives you high-level aggregate data, your call list tab will give you a breakdown of each call that applies to the filters you've set on charting (or you can set net-new filters under call list).

          Here managers can:

          • Set search filters for calls with specific keywords mentioned or sentiment expressed
          • Set search filters for a specific group or user whether that's together or separate searches
          • Expand call details to show Vi call summary
          • Expand call details to watch agent screen capture

          Dialpad Tip: We've got a few areas of analytics we think are particularly useful to check out in this best practice guide.

          Learn More Links

          Looking to learn more about Dialpad Support and setting up your call center? Check out these links below for more information including how-to articles and FAQs: