Call Center User Guide

Hosted Voice Call Center offers expanded call center functionality for call agents who answer incoming calls within a queue.

  • Navigating the Call Center Agent Dashboard

    The Call Center Agent dashboard shows detailed call-center activity for the individual call agent. If you are logged in as a call agent, the Call Center Agent dashboard is visible…

  • Call Center Reports

    Call Center reporting helps call center managers have insight into their agents’ performance and shines a light on agent or customer trends that need to be addressed based on the…

  • Working with Agent Call Queues

    The MY QUEUES section of the Call Center Agent dashboard displays a list of Call Queues to which an agent is currently assigned. Use this section to see important activity…

  • Working with the Call Center Dashboards

    Depending on your job role, user scope permissions, and call-queue assignment, you will have access to one or more Call Center dashboards to perform your Call Center work duties. The…

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