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Customer Information
Previous Call Notes
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Wrap-Up Time Remaining
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Call Notes History
Live Queue Monitoring
Live — Auto-refreshes every 5s
| Contact | Agent | Queue | Due In | Status |
|---|
| Contact | Agent | Queue | Overdue By |
|---|
| Queue | Caller ID | Agent | Duration | Wait Time | Status |
|---|
Active Call Details
Color coding: ● <3min ● 3–5min ● >5min
| Queue | Caller ID | Agent | Talk Time | Wait Time | Status | Recording |
|---|
Reports & Analytics
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Voice
WhatsApp
SLA Compliance (WhatsApp)
| Queue | Conversations | First Response SLA | Resolution SLA | Open Breached |
|---|
| Queue |
Voice Calls |
Answered |
Abandoned |
Avg Wait |
Voice SL% |
WA Opened |
WA Resolved |
WA Open Now |
WA SLA Breach |
| Contact | Phone | Touchpoints | Calls | Messages | Last Contact |
|---|
| Campaign | Template | Status | Recipients | Sent | Failed | Delivery % | Created |
|---|
| Agent | Calls Handled | Avg Talk Time | Resolved | Escalated | Transferred | WA Conv / Resolved | Service Level |
|---|
WhatsApp Broadcast Manager
Create Broadcast
| Name | Template | Recipients | Status | Progress | Actions |
|---|
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