Call Management Tools
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.