Monitor the Call Center

The Call Center gives you a live view of your phones. See how many calls and texts came in, how many were missed, who’s waiting in the queue right now, and which teammates are free to pick up. Everything on it covers your whole workspace and updates on its own, so you can leave it open on a screen.

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Pick a time range

Use the toggle at the top right to choose Today, 7 days, or 30 days. The range applies to the call and text counts and to the charts. Today starts at midnight in your workspace’s time zone, and 7 days and 30 days include today. Live figures (active calls, available agents, and the queue) always show what’s happening right now, whatever range you pick.

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Headline numbers

A row of tiles sits under the heading. Tiles marked with a pulsing dot are live.

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Queue

The Queue card lists callers on hold waiting for someone to pick up, longest wait first, with a count of how many are waiting. Each caller shows their name, or number if they don’t match a contact, and how long they’ve been waiting. A wait of two minutes or more turns red. When nobody is waiting, you’ll see “No one is waiting”. Callers wait in the queue only when your workspace has it turned on. See Ring behaviour.

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Activity

The Activity card shows the latest calls and texts across your team, newest first. Each item shows:

• Who: the lead, client, or project name, or the phone number.
• What: for example “Inbound call” or “Outbound SMS”, with the teammate who handled it, the call length, or the text.
• When it happened.
• A status badge such as Ringing, In progress, Answered, Missed, Busy, Abandoned (the caller hung up before anyone answered), Blocked, or Failed for calls. Texts show Received, Sent, Delivered, or Failed as they happen, and otherwise Message or how many messages are unread. Calls still in progress have a pulsing dot.

To follow up on something you see here, open the conversation in Communications.

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Charts

Three charts show how volume changes over the range, hour by hour for Today and day by day for 7 days and 30 days:

• Call volume: incoming and outgoing calls.
• Answered vs missed: incoming calls that were answered compared with those that were missed.
• SMS volume: texts received and sent.

Hover over a chart to see the numbers at a point, and click a legend entry to show just that line. A chart with nothing in the range says “No calls in range” or “No SMS in range”. Try a wider range.

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Agents

The Agents card lists every teammate who can take calls, with a summary of how many are available, on a call, and in total. Teammates on a call are listed first, then available teammates, then everyone else. Each teammate shows their status:

• Available: calls can ring them.
• On a call: they’re talking to someone now.
• Unavailable: they’ve set themselves unavailable, so calls skip them.

Teammates set their own availability from the Communications inbox. See Set your availability.

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What’s next