CSR Efficiency & DialPad Reports that are Locked

New Contributor

We are trying to evaluate the efficiency of our CSRs. In watching Dial Pad webinars and speaking to ST Support, there is more reporting than is currently being offered to us. We would like to have access to the following: 

  1. Heat Maps: Please let us see where we are missing the most calls so we can hire accordingly.
  2. Agent Status: Please let me know how much time a CSR is logged on vs off so I can track their efficiency
  3. Concurrent calls: Please let us better understand the hours we need to increase our staffing

These reports are shown as being available in Dial Pad, but they seem locked for us. This screenshot is from a Dial Pad webinar on 8-3-22. These are the additional analytics Dial Pad offers that are locked to us https://help.dialpad.com/hc/en-us/articles/360021812052-Call-Center-Analytics 

Dialpad offer.PNG



ServiceTitan Certified Provider
ServiceTitan Certified Provider

Hi @katiesul ! These features are available when you are using Call Centers (not Departments). Call Centers require that your agents have an Advanced seat (not a Standard seat). Is this the case for your setup? 


Pam Duffy, Powerhouse Consulting Group
ServiceTitan Certified Coach + ServiceTitan Certified Marketer + Zapier Certified Expert