Guides

How to use: Log into the call center module at the start of your shift by clicking "Available" or "Ready"—this lets incoming calls reach you. When a call comes in, a pop-up appears showing the caller's number and name (if they're in the system). Click "Accept" to answer. During the call, the customer's profile and history automatically display on your screen—review this while speaking to provide personalized service. Take notes in the call notes field as you talk so you remember key details. If you need to transfer the call, click "Transfer" and select the appropriate team member or department from the list. To put a caller on hold, click the "Hold" button. After the call ends, the system prompts you to categorize the call and add any final notes—complete this before moving to the next call. Access call history by clicking "Call Logs" to see all past calls with timestamps, durations, and recordings. Listen to call recordings by clicking the play icon next to any call entry—useful for training or reviewing complex conversations. Use the dial pad to make outbound calls by entering the number and clicking "Call." Set your status to "Break" or "Away" when you need to step away so calls aren't routed to you.