Contact center Pro

Queues, agents, the dialer and omnichannel on Contact Center Pro.

For admins

What Contact Center Pro addsSee what Contact Center Pro adds on top of Contact Center Lite: call queues, skills-based routing, supervisor tools, omnichannel, the dialer and surveys.
Create a call queue and add agentsSet up a call queue on Contact Center Pro: name it, set how many callers can wait, add agents and groups, and use penalties to decide who gets calls first.
Choose a ring strategy for your queuePick how a Contact Center Pro queue offers calls to agents, from ringing everyone to taking turns, and review the ring time, wrap-up and autofill settings.
Set queue greetings, hold music and wait announcementsChoose what callers hear in a Contact Center Pro queue: a greeting, hold music, place in line and wait time, repeating messages, and a message for your agents.
Decide what happens when a queue is full, empty or the wait is longSet where Contact Center Pro queue callers go when the line is full, no agents are available, or they have waited too long, including voicemail and callback.
Offer callers a Smart Callback instead of holdingSet up Smart Callback on a Contact Center Pro queue, so callers can hang up and get a call back when an agent is free, and choose when to offer it.
Set up skills-based routing for a queueUse penalties and a queue rule on Contact Center Pro so calls go to your best-matched agents first and reach other agents the longer a caller waits.
Add agents, groups and pause reasonsCreate Contact Center Pro agents one at a time or from a CSV file, group them so one login covers several queues, and set up reasons for agents to pause.
Run an outbound campaignSet up an outbound dialer campaign on Contact Center Pro: pick a dialing mode, add agents, set retries and dialing hours, then start it and watch progress.
Upload leads and manage Do Not Call listsLoad CSV lead lists into a dialer campaign, set what each call outcome does to a lead, and keep numbers out of your campaigns with the Do Not Call list.
Build call scripts and feedback forms for agentsCreate a form or call script that opens for agents on queue calls and dialer leads, fill it with lead details, and download the answers your agents submit.
Add live chat, email, text, WhatsApp and Messenger channelsConnect website chat, a support mailbox, a texting number, WhatsApp and Messenger to your contact center, and send each one to a messaging queue.
Route chats with a chatbot menuGive website chat and text customers a short menu of options, such as Sales or Support, and send each choice to the right messaging queue on Contact Center Pro.
Send post call and chat surveysAsk customers to rate the agent after a queue call, chat, text or email conversation, then see the scores in your contact center reports on Contact Center Pro.
Run contact center reports for SLA, occupancy and abandoned callsBuild agent, queue and dialer reports on Contact Center Pro, find the report that answers your question, and email reports to your team on a schedule.

For contact center

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