Start and pause
Control when campaigns run.
Solutions · By Role
Call Center Operations Software for Day-to-Day Control
Keep campaigns, queues and agents running smoothly. See the monitoring and controls operations managers use every day.
- Unlimited users
- Open API & integrations
- Browser-based, nothing to install
Daily operations challenges
The daily problems operations managers handle, and where the controls live. Dialer detail is on the call center dialer page.
| Challenge | What goes wrong | Where it is handled |
|---|---|---|
| Staffing | Too few or too many agents for the list. | Campaign assignment. |
| Pacing | Waiting agents or abandoned calls. | Dialing and pacing settings. |
| Queues | Calls waiting too long. | Routing rules. |
| List quality | Wasted attempts. | List and retry rules. |
Controls available to your account are confirmed in a demo.
Wallboard
Real-time monitoring
See live agent and campaign status in the dashboard: active calls, agent activity and measures such as ASR and average duration, so problems are spotted while they can still be fixed.
- Live agent status
- Campaign status
- Active calls
- Key measures at a glance
Routing
Routing and queue management
Set rules, overflow and priorities so calls reach the right team. See call routing and management.
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1
Rules
Where each kind of call goes.
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2
Priorities
Which calls come first.
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3
Overflow
What happens when a team is busy.
Campaign controls
Campaign and list control
Start, pause and adjust campaigns and retry rules as conditions change, in campaign management.
Adjust
Change settings during the day.
Retry rules
Spacing and limits for attempts.
KPI definitions
Operational KPIs
Shared definitions make daily reviews faster. Data access is described in reporting and analytics.
Occupancy
Share of agent time on calls, where reported.
Handle time
Time per connected call.
Contact rate
Attempts that reach a person.
Abandonment
Answered calls with no free agent, where tracked.
Rollout checklist
Process and rollout
Introduce changes deliberately, with training and clear owners. Hands-on setup is covered on the dialer administration page.
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1
Plan the change
What changes and why.
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2
Train
Supervisors and agents.
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3
Pilot
One team first.
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4
Review
Check results before widening.
Product demonstration
See the operations view in a product demonstration
A demonstration shows monitoring, routing and campaign controls for a day in your operation. See how it works for the overall flow.
- Real-time monitoring
- Routing and queue rules
- Campaign controls
- Operational KPIs
Operations: frequently asked questions
How can operations teams control campaigns at scale?
By combining clear campaign structure, permissions and live monitoring. Campaigns carry their own lists, rules and agents; supervisors watch status in the dashboard and adjust settings during the day; and routing rules handle queues and overflow. Shared definitions and a regular review rhythm keep many campaigns under control. Start with the campaigns that matter most.
What KPIs matter in call center operations?
Occupancy, handle time, contact rate and abandonment are the usual core set, plus outcomes by campaign. Define each one clearly, review trends daily and weekly, and link each measure to an action, such as changing pacing or reassigning agents. Which measures your account reports is confirmed in a demonstration. Keep the list short and stable.
Can we monitor agents in real time?
Yes. The dashboard shows active calls, agent activity and campaign status as they happen, so supervisors can act on what they see. Listen, whisper or barge tools are described only where they are available to your account, and monitoring rules depend on where your agents work. Agree with agents how monitoring will be used.
How do we reduce idle time?
Match the dialing mode and pacing to the number of agents, keep lists clean so fewer attempts are wasted, and move agents between campaigns as demand shifts. Watch idle time and abandonment together, because pushing one down can push the other up. Test changes on a small list first. Review the effect after each change.
Can rules differ by team?
Yes. Campaigns and routing rules can be configured per team, with permissions controlling who can change them. Calling windows, retry rules and assignments can follow each team's needs, where supported. Keep a short record of why each rule exists, so changes are easier to review later. Review the rules with each team lead every quarter.
How are changes audited?
Permissions control who can change settings, and call records show what happened on each call. A full audit trail of setting changes is confirmed for your account in a demonstration rather than assumed. Until then, agree a simple change log with your team, so every change has an owner and a reason.
See how Dialog fits your operation
Discuss your use case, existing systems, calling volumes and integration requirements with the Dialog team.
Tailored demo · Unlimited users