08-03-2022 01:37 PM
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:
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
08-03-2022 02:21 PM
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?