Agent Workspace
Everyday actions for agents on shift, from logging in to handling calls and breaks.Log In
Sign in to the platform and select your campaign.
Navigate the Agent Dashboard
Understand the dashboard layout and key widgets.
Make Calls
Place calls using auto-dial or manual dial.
Take a Break
Pause the dialer using break codes.
Break Codes
Named statuses agents select when unavailable.
Users and Access
Set up manager accounts, agent accounts, groups, roles, and SIP devices.Manager Accounts and Roles
Create Admin Portal accounts and role templates.
User (Agent) Accounts
Create login credentials for agents.
User Groups
Organise agents into groups for routing.
User Roles
Define agent-level permission templates.
SIP Devices
Register SIP endpoints for agents and managers.
Call Routing
Configure carriers, numbers, and inbound call flows.SIP Trunks
Connect the platform to your carrier.
Outgoing Rules
Route calls to trunks with number manipulation.
Caller-ID Groups
Create rotating pools of outbound numbers.
DIDs (Inbound Numbers)
Register inbound numbers from your carrier.
IP Mapping
Whitelist trusted carrier IPs.
Ring Groups
Ring multiple agents simultaneously or in sequence.
IVR Menus
Build interactive voice response menus.
Time Conditions
Route calls by time of day and day of week.
Call Queues
Hold callers and distribute to available agents.
Conference Rooms
Multi-party audio sessions with PIN access.
Block Inbound Calls
Blacklist unwanted inbound numbers.
Campaigns
Create and manage inbound, outbound, blended, and broadcast campaigns.Inbound Campaign
Receive customer calls and route to agents.
Outbound Campaign
Auto, preview, or manual dialing from lead lists.
Blended Campaign
Handle inbound and outbound simultaneously.
Voice Broadcast
Deliver pre-recorded messages to a list.
Dispositions
Standardised outcome codes for calls.
DNC List
Manage the Do Not Call registry.
Leads and Follow-Ups
Manage lead data, groups, custom fields, and scheduled callbacks.Create and Import Leads
Add leads manually or bulk import via CSV.
Lead Groups
Organise leads into named batches.
Custom Fields
Extend lead records with your own fields.
Follow-Ups
Track scheduled callbacks.
Messaging
Connect chat channels and handle digital conversations.Messaging Channels
Connect WhatsApp, Facebook, and Instagram.
Messaging Queues
Route conversations to agents via ACD.
Handle Messages
Agent workflow for reading and replying.
Reports and Recordings
Analyse performance, review calls, and automate report delivery.Agent Performance Report
Talk time, AHT, and utilization per agent.
Call Detail Records
Search and export every processed call.
Call Recordings
Play or bulk-download recordings.
Login/Logout Report
Audit agent sessions and attendance.
Realtime Dashboard
Live activity and supervisor controls.
Automated Reports
Schedule CDR reports by email.
Settings
Platform-wide configuration for audio prompts.Audio Prompts
Upload MP3 or WAV audio for IVRs and queues.