Call Management Tools

Our Contact Center account tools have been specially designed for the needs of a bustling call center. From basic oversight to complex management, we’ve got you covered

Incredible Insights into your Calls and Agents

Our Contact Center account tools have been specially designed for the needs of a bustling call center. From basic oversight to complex management, we’ve got you covered.

Managers and Agent Groups

Users of Contact Center accounts can be registered as Agents or Managers. A manager can be assigned to oversee and interact with the calls of any custom group of agent-level users. Managers can also be supervised by any number of escalating levels of management.

There are many ways in which a manager can interact with the calls of their agents:

  • Live listen to calls using a visual indicator, with a graph display for the audio.
  • Barge, which enables a manager to join a call in order to assist the agent. The manager then becomes the call moderator, so that they can optionally kick the agent from the call.
  • Coach, which allows managers to “whisper” to an agent during a live call.
  • Drop, which empowers a manager to forcibly end any call without barging.

X