Call Center

The call center intelligently manages incoming calls through various rules. Calls are handled by queue members, who can be:

• Agents — people who log into the call center with a personal account
• Phone lines — permanent queue members
• External numbers — permanent queue members

Agents must log in/out, while lines and external numbers remain permanent members.

Call center sections

Queues

Incoming call buffers where callers wait to be handled by an agent. Configuration of distribution strategy, position announcements, capacity limits and automatic agent pausing.

Queue Rules

Configuration of queue member penalties based on caller wait time. Allows dynamic priority reassignment.

Agents

Dynamic queue members who log in/out using codes. Configuration of PIN, auto-logout, connection confirmation and wrap-up time.

Call Center Status

Real-time queue monitoring — waiting calls, statistics, agent status and performance metrics.

Reports

Statistical analysis from queues — answered and unanswered calls, distribution by days and hours, agent performance.