Call Center
Supervise call queues live, coach agents on calls, respond to alerts, and measure service level, occupancy, and adherence.
Created: September 16, 2026
Updated: September 18, 2026
Overview
Open it from CRM → Admin → Phone → Call Center. Agents can also get to their own stats from the My stats link in the softphone. It works with the queues you build in Call Queues. Tabs:
- Live — real-time wallboard (admins and supervisors; refreshes every 10 seconds).
- Reports — queue, agent, and skill reports with CSV export. Agents see My stats instead.
- Settings — reason codes, disposition codes, supervisors, and retention (admins).
- Queue setup → — jumps to Phone Settings → Queues (admins).
The same wallboard and settings are also in Phone Settings → Queues under the Live and Codes & supervisors views.
Roles
| Role | Who | Can do |
|---|---|---|
| Administrator | Organization admins and owners | Everything, for every queue — including Settings, Change history, and queue setup. |
| Supervisor | Members assigned to queues in Settings → Supervisors | Live wallboard and reports for their queues; change their agents' status, queues, and skills; listen/whisper/barge; get alerts by email. |
| Agent | Primary or backup members of a queue | Set their own status (softphone or *45/*46/*47) and view My stats. |
Add Supervisors
- Go to Call Center → Settings (admins).
- In Supervisors, click Add supervisor.
- Pick a member, tick the queues they supervise, and click Save.
Click Edit to change their queues; untick every queue and click Remove supervisor to remove them. A supervisor needs their own softphone or desk phone to monitor calls.
Live Wallboard
Queue Tiles
| Metric | Meaning |
|---|---|
| Waiting | Callers holding now. Amber when any are waiting, red at the queue's alert count. |
| Longest wait | How long the oldest caller has held. Red at the queue's wait alert. |
| Agents free | Agents ready for a call. Red at zero. |
| On calls | Agents talking now. |
| Answered today / Abandoned | Since midnight in your organization's time zone. |
| Service level | Share answered within the queue's target seconds; green at or above target. |
| Avg answer | Average time callers held before an agent answered. |
Agents Table
Columns: Agent, Status, For, Queues, Handled today, Avg talk.
| Status | Meaning |
|---|---|
| Available | Ready for queue calls. |
| Ringing / On a call | A call is ringing or connected. For shows the call timer. |
| After-call work | Wrapping up; no queue calls until done. |
| Unavailable · reason | On break, lunch, etc. For turns red when past the reason's limit. |
| Logged out | Not taking queue calls. |
| Available — no phone online | Marked available, but none of their phones are connected — calls can't reach them. |
Action buttons on each row:
- Unavailable (pick a reason) / Available — change the agent's status.
- End wrap-up — end after-call work early.
- Log in / Log out — add or remove the agent from queue calls.
- Listen / Whisper / Barge — while the agent is on a call.
- Queues & skills — change the agent's queues and skills.
Queues & Skills
In the Queues & skills dialog, set each queue to Not in queue, Primary, or Backup (backup agents only get calls after primary agents). Under Skills, set Primary / Secondary / Training, Remove skills, or search to add one. Click Save — changes apply to the phone system right away. Supervisors can only change queues they supervise, but skill changes affect every queue and hunt group. See Skills-Based Routing.
Listen, Whisper & Barge
- On the Live wallboard, find an agent who is On a call.
- Click Listen, Whisper, or Barge.
- Your softphone and desk phone ring — answer to join the call.
| Mode | Who hears you | Switch key |
|---|---|---|
| Listen | Nobody — silent monitoring | 4 |
| Whisper | Only the agent (coaching) | 5 |
| Barge | Agent and caller | 6 |
Press the keys during monitoring to switch modes. You can't monitor your own call. Every use is recorded in Change history.
Alerts
Alerts appear in the Alerts card on the wallboard (last 24 hours) until someone clicks Acknowledge, and are emailed as Call center alert: … to the queue's supervisors plus any addresses in the queue's Also email alerts to field. Admins who aren't supervisors see alerts on the wallboard but aren't emailed.
| Alert | Triggers when | Set in queue |
|---|---|---|
| Long wait | A caller waits past the limit (at most every 10 min per queue) | Alert when a caller waits (seconds) |
| Too many waiting | Waiting callers reach the count (at most every 10 min) | Alert when this many are waiting |
| Overflow | A caller times out, finds no agents, or finds the queue full | Alert when a caller overflows (on by default) |
| Reason over limit | An agent stays Unavailable past the reason code's max minutes | Reason codes (Settings) |
| Service level | Last hour had 5+ callers and service level is below target (at most hourly) | Answer within / Service level target |
Callback Requests
When queue callbacks are on, Callback requests (last 7 days) lists callers who pressed 1 to be called back.
| Status | Meaning |
|---|---|
| Holding their place | Waiting in line without staying on the phone. |
| Agent connected — calling | An agent is free and the caller is being dialed. |
| Called back | Completed. |
| Caller didn't answer / Timed out in queue / No agents available | Needs follow-up — call them yourself, then click Mark called. |
Click Dismiss to clear finished requests from the list.
Reports
Choose From / To dates or a preset (Today, 7 days, 30 days, 90 days; up to 400 days) and a Queue. Click Export CSV to download the report you're viewing.
Queue Performance
| Metric | How it's calculated |
|---|---|
| Offered | Every caller who reached the queue, including after-hours and overflow. |
| Answered / Abandoned | Callers an agent answered / callers who hung up while waiting. |
| Abandon rate | Abandoned ÷ finished calls. |
| Overflowed | Timed out, no agents, or queue full. |
| After hours | Callers who arrived while the queue was closed. |
| Callbacks | Completed ÷ requested callbacks. |
| Avg speed of answer | Average hold time of answered calls. |
| Avg handle time | Average talk + wrap-up per answered call. |
| Service level | Answered within the target seconds ÷ finished calls (excluding after-hours). Abandoned and overflowed calls count against it. |
| Dispositions | Count of each outcome agents picked. |
Agent Performance
| Metric | How it's calculated |
|---|---|
| Handled | Queue calls the agent answered. |
| Logged in / Available / Wrap-up / Unavailable | Time in each status, with Unavailable broken down by reason. |
| Occupancy | Talk + wrap-up time ÷ time available or wrapping up. |
| Adherence | Time available or wrapping up during the agent's Work Schedule ÷ scheduled time. |
| No disposition | Answered calls without an outcome picked. |
Adherence shows No schedule until the agent is added to a Work Schedule in Tickets → Admin.
Skill coverage shows eligible agents per queue by skill level — see Skills-Based Routing.
Change History
Admins see who changed what — queues, skills, agent queues and skills, codes, supervisors, settings, audio, and monitoring — with the most recent 500 entries in the date range.
Settings
Reason Codes
Reasons agents pick when going Unavailable, each with an optional max minutes (1–1440). Supervisors are alerted when an agent stays longer. Add with New reason, e.g. Coaching → Add. Codes can't be deleted — use Turn off so old reports keep their names.
| Default reason | Max |
|---|---|
| Break | 15 min |
| Lunch | 60 min |
| Meeting | 60 min |
| Training | 120 min |
| System Issue | 30 min |
| Back-Office Work | No limit |
Disposition Codes
Outcomes agents pick during after-call work. Defaults: Resolved, Escalated, Transferred, Callback Scheduled, Voicemail, Misdirected. Turn on Agents must pick a disposition in a queue to require one (wrap-up then lasts at least 60 seconds).
History Retention
Queue call records, agent status history, alerts, and change history older than this many days (7–3650, default 90) are deleted automatically.