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
Agent Statuses
Reason Codes
These are the agent-selectable unavailability reasons shown in the status dropdown. Available, On Call, ACW, and Offline are system-controlled and cannot be removed.
After Call Work (ACW)
ACW Settings
Agents can end ACW early by clicking "End ACW" or extend it by selecting "Extended ACW" from their status dropdown.
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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