Dashboard
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Answered today
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Missed today
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Open chats
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Avg handle time
Live Agents
| Agent | Role | Extension | Status | Skills |
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Calls by Skill — Today
| Skill | Calls |
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Skills
Agents
| Name | Role | Extension | Status | Skills |
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Reports
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Call Volume by Day
Calls by Hour of Day
Calls by Queue / Skill
By Agent
By Disposition
Survey Results
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Survey Settings
Survey Message
Thank You Message
SMS Messages
Select a conversation
📢 Announcements
Schedule messages that play when callers dial in. Optionally redirect to voicemail.
Active & Scheduled
No announcements yet
📞 IVR Builder
Configure interactive voice menus per phone number. Each option routes to a skill or sub-skill.
Phone Numbers
🤖 AI Agent Calls
Calls handled by the virtual assistant. Each creates a NexDesk ticket. Delete after reviewing.
| Date/Time | Phone | Name | Reason | Ticket | Action |
|---|---|---|---|---|---|
| No AI calls yet | |||||
Live Queue
| Caller | Waiting | Queue | Loops |
|---|---|---|---|
| No callers in queue | |||
Voicemails
| Time | From | Listen |
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Number Routing
Map each Twilio phone number to a skill queue. Calls on that number are routed to agents with that skill.
| DID | Label | Routed To Skill | Welcome Message |
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Call Log
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| Time | Direction | Caller | DID | Skill | Agent | Duration | Disposition | Recording |
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CRM Contacts
| Name | Phone | Company | Tags |
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