Total Visibility Over Every Agent, Queue & Conversation.
Granular agent states (Available, On Call, Break, ACW, Offline), mandatory After Call Work policies, and admin permissions to run high-performing teams with zero guesswork.
Real-Time Workforce Roster & Metric Telemetry
Track agent states, talk duration, deal conversions, and quality assurance coaching scores.
| Agent Name | Live State | Extension | Calls Logged | Total Talk Time | Avg Duration | Conversion | QA Rating |
|---|---|---|---|---|---|---|---|
| Aarav Sharma | Available | Ext 101 | 48 | 3h 42m | 4m 12s | 31.2% | 98% QA |
| Priya Nair | On Call | Ext 104 | 42 | 4h 15m | 5m 45s | 28.5% | 95% QA |
| Rohan Varma | In ACW | Ext 108 | 55 | 4h 50m | 4m 50s | 34.0% | 99% QA |
| Neha Patel | Meal Break | Ext 112 | 36 | 2h 55m | 3m 50s | 22.8% | 92% QA |
| Karan Singh | Offline | Ext 119 | 0 | 0m | -- | -- | -- |
Enterprise Agent Administration & Security Scopes
Define strict access boundaries for dialing permissions, recording exports, and CRM data visibility.
Calling Permissions
Toggle outbound dialer access, international long-distance calling, and mobile number masking on a per-agent basis.
Campaign Access Control
Restrict visibility so agents only see records and queues tied to their assigned squads or product lines.
Enforced Working Hours
Automate agent logout or softphone locking outside of approved work shifts and regional holiday calendars.
Recording Security & Privacy
Define which roles can download raw audio files versus streaming playback with audit logging.
Custom CRM Permissions
Grant or restrict lead export rights, deal deletion privileges, and sensitive field views.
Analytics & Export Rights
Control who can generate CSV/PDF management reports and inspect team-wide conversion metrics.
Frequently Asked Questions About Agent Management
Detailed guidance on ACW caps, phone number masking, and supervisor whisper coaching.
Administrators can configure strict ACW caps (e.g. 45 seconds). Once a call terminates, the agent enters ACW state to complete call notes. If the timer elapses without disposition, the system automatically transitions the agent back to Available state or flags the supervisor.
Equip Your Supervisors with Total Team Visibility
Manage agents, enforce After Call Work caps, and protect sensitive customer phone numbers with Callflow.