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After logging in you land on the Phone dashboard. This is your main working screen and everything you need during a shift is accessible from here. Understanding the layout on your first day will save you time when calls start coming in.

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Connection status bar

The green status bar at the top of every page tells you the health of your connection. Always check this when you first log in.
If WebRTC shows as Disconnected, refresh your browser. If the problem persists, inform your supervisor immediately. You cannot make or receive calls without it.

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Waiting Calls widget

Shows how many calls are currently waiting in the queue to be answered:
  • Outbound: calls the system is dialling out to customers on your behalf.
  • Inbound: calls from customers waiting to be connected to an agent.

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Today’s Overview

A live counter of your call activity for the current shift:
  • Total: all calls handled (inbound plus outbound).
  • Outbound: outbound calls you have made today.
  • Inbound: inbound calls you have received today.

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Call History

Shows a log of recent calls from your current session. It updates automatically after each call ends.

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Active call and lead information

When a call is in progress:
  • The Active panel shows the live call controls: hold, mute, transfer, and hang up.
  • The Lead Follow Up panel displays any follow-up tasks already scheduled for this lead.
  • The CRM Information panel shows customer data pulled from the CRM linked to this campaign.

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Where to go next

Making calls

Use Lead Dial or Manual Dial.

Breaks

Set your status when you step away.

Follow Up

Manage callbacks and follow-up tasks.