A remote call center
Agents open the panel from their browser at home and are connected to their queues straight away, with no desk phones or software to install. Supervisors see who is available, on a break or on a call.
Phone system
Everything an agent needs to handle calls, on one browser page
The agent panel brings together the phone, caller details, outcomes, recalls, chat with colleagues and WhatsApp and SMS messages. It opens in the browser with nothing to install, and it also works inside your CRM.
Operators
Emma Clarke · 101On a call · Support queue
James Reid · 102Available
Olivia Hart · 103On a break since 10:42
Daniel Moss · 104Offline
What it is for
The agent panel (the "operator panel" in the portal) is the workstation of the people who take and make calls for your business. It includes a webphone, a phone in the browser: the agent signs in, the phone registers by itself and they can take queue calls and dial any number with their headset.
When a call comes in, the panel shows who it is, which queue or campaign it comes from, how long they waited, the contact's details and, if the caller went through an AI voice agent first, everything they already said. With the right permission it also shows past conversations with that number.
At the end of the call the agent gives an outcome and, when needed, sets a recall that the panel reminds them of at the right time. On the same page they have their colleagues and their status, the team chat, the Messaging section for WhatsApp and SMS, and the Reports section with their calls.
You decide what each agent can do through their permissions, and the block layout adapts to the screen: agents can arrange it themselves, or you set it for everyone.
Use cases
Agents who live in the CRM
The panel fits in an iframe in your CRM: agents answer, dial and set outcomes without leaving the customer's record.
Support with an AI front desk
The AI voice agent takes the name and the problem, then passes the call to the queue. The agent reads the AI conversation in the panel and does not ask the same questions again.
Sales with recalls and conversions
Every call gets a mandatory outcome; a customer who asks to be called back becomes a reminder with date and time, seen by that agent only or by the whole team. A sale is celebrated in the panel.
A team that also handles WhatsApp
Between calls, agents reply to customers on WhatsApp and SMS from the Messaging section, take over conversations from the AI agent and assign them to colleagues.
Agents on a softphone or IP phone
Anyone who prefers a softphone or desk phone sets it up with the SIP details. In manual campaigns, "Call next" can open the number straight in the softphone installed on the computer.
How it works
Create agents and their permissions
In Operators you create the agent with their extension and, in the Permissions tab, decide what they can do in the panel: outcomes, team chat, WhatsApp, SMS, reports, recording and more.
Assign them to queues
Add the agent to the queues they should answer. If you allow it, they can mark themselves present or away in each one from the panel.
The agent opens the panel
They sign in from the browser, the webphone registers and they set themselves available. Queue calls ring in the panel, with the caller's details alongside.
Call, outcome and recall
During the call they can transfer, hold, mute and record. At the end they give the outcome and, when needed, the recall date.
What you can set
Phone
- Browser webphone
- The panel's phone, registered whatever section is open: it answers, dials from the keypad and shows whether the line is registered.
- Softphone or IP phone
- Agents can use a softphone or desk phone with the SIP details; the device that registers last replaces the previous one.
- Available and on a break
- On a break, queues and callbacks do not ring the agent; the status changes from the panel or with feature codes dialled on the phone.
- In-call controls
- Transfer to a destination of your phone system, hold, mute and keypad.
- Auto-answer incoming calls
- The webphone answers by itself as soon as it rings.
- Allow recording a call in progress
- Shows the Record and Stop button; the recording is saved with the call's recordings.
- Allow managing queue presence
- From the Queues block the agent marks themselves present or away in the queues they belong to.
- Allow seeing online operators
- Shows colleagues and their status (available, on a break, on a call, waiting for an outcome), with buttons to call or message them.
- Allow seeing the call history
- Shows their latest calls, to call back with one button and to give or change an outcome.
- Show conversation history
- During a call, shows past conversations with that number: AI agents, WhatsApp and SMS.
Outcomes
- Allow giving outcomes
- The agent gives an outcome to their calls and can set a recall.
- Make an outcome mandatory on every call
- Until every call has an outcome, the panel stays locked and neither takes nor makes calls.
- Allow seeing a call's outcome history
- Shows every outcome given to a call, not only the latest.
Team chat
- Allow using the team chat
- Chat with the team, with the company as Admin, with queue groups and with single colleagues, with files and images.
Messaging
- Access to Messaging
- Shows the Messaging section of the panel.
- Allow reading and sending WhatsApp messages
- Reads and writes WhatsApp conversations, with attachments, voice notes, emoji and approved templates.
- Allow reading and sending SMS
- Reads and sends the SMS of conversations.
- Allow seeing conversations not assigned to them
- Also sees other agents' conversations and unassigned ones; otherwise only their own.
- Allow assigning a conversation
- Hands a conversation to another agent.
- Allow managing the AI agent
- Stops or restarts the AI agent on a specific conversation.
Reports
- Access to Reports
- Shows the panel's Reports section, with today's calls and search by number.
- Allow seeing inbound calls
- Received and missed calls.
- Allow seeing outbound calls
- Calls made.
- Allow seeing queue details
- Which queue a call went through, how many calls entered and were answered today, and the average wait.
- Allow seeing calls not assigned to them
- Sees every agent's calls; otherwise only their own.
Panel layout
- Blocks
- Campaigns, Phone, My latest calls, Current call, Operators, Queues, Chat, Calls to give an outcome and Recalls: add, remove and move them.
- Large screen
- Blocks in columns: drag them between columns and drag the border to change each column's width.
- Medium screen
- Each block takes a third, half, two thirds or the whole row.
- Phone
- Blocks one under the other, in the order you choose.
- Block height and colour
- A block can be as tall as the phone or two and a half times taller, and have a colour to spot it.
- Set for all and lock
- From the portal you save the layout for one agent, set it for everyone, or impose it so nobody can change it.
Frequently asked questions
Do agents need to install any software?
No. The agent panel opens in the browser and has a built-in webphone: a headset is enough. Agents can also use a softphone or an IP phone if they prefer.
Can I use the agent panel inside my CRM?
Yes, the panel works inside an iframe on another site, such as your CRM. The rest of the portal opens in a separate window.
Can an agent have the panel open on two computers?
No: the panel and the phone line work from one station at a time. If it is opened elsewhere, the panel shows which device holds it and lets the agent switch to this station once they are not on a call.
How do mandatory outcomes work?
When turned on, until the agent has given an outcome to all their calls the panel stays locked on a window that lists them, and it neither takes nor makes calls.
Does the agent see who is calling before answering?
Yes: the number, the queue or campaign it comes from, the waiting time, the contact's details and, if there was one, the conversation with the AI voice agent.
Can I decide how the panel is laid out?
Yes. Each agent can customise it, or you set the layout for everyone from the portal and, if you like, lock it.
Related features
Try it on your own phone lines
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