This document provides a complete guide for onboarding, configuring, monitoring, and managing your Contact Center using the Call Center Manager tools.

Table of Conten

Welcome!

Start here to configure queues, assign agents, access live monitoring, and review call center performance — all in one place.

This page is your central resource for setting up, managing, and optimizing your Contact Center. Whether you're just getting started or looking to enhance your team's performance, you'll find step-by-step guidance below.

Queue Configuration and Initial Call Center Setup

Call Center Manager: Queue Setup and Management

In this section, you'll be able to:

• Add agents to queues quickly and easily.
• Configure hold treatments (music, messages, and options while on hold).
• Enable advanced features like Skill-Based Routing to better match callers with the right agents.
• Set up Callback Options so callers can request a return call instead of waiting on hold.
• Optimize your queue settings for the best caller and agent experience.

Use this section when creating new queues, adjusting agent assignments, or updating queue behavior.

Real-Time Performance Visibility

Dashboard (Call Center Manager)

The dashboard provides:

• Live visibility into queue and agent performance.
• Wallboards for team-wide real-time displays.
• Metrics including active calls, agent statuses, missed calls, callbacks pending, and more.

Use this section to monitor daily operations, identify live call patterns, and support proactive management.

Advanced Agent Monitoring

Agent Monitoring (Admin)

This section covers all live monitoring tools available for Admins:

• Silent Monitoring: Listen in without interrupting the call.
• Whisper: Speak privately to the agent during the call.
• Barge: Join the call and speak with both agent and caller.
• Steal: Take over the call if necessary.
• Recorded Calls Access: Locate and listen to past calls for coaching or review.

Use this section for agent training, coaching, escalations, and quality assurance.

Custom Views for Managers

Personal Dashboard Configuration (Manager)

Create customized dashboards in your Workspace to:

• Show live metrics tailored to teams or individual agents.
• Monitor active calls, agent statuses, and missed calls at a glance.
• Share visibility across team leads and supervisors for real-time management.

Use this section to build dashboards that match your team’s goals and provide visibility where it’s needed most.