Vora

Softphone

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IDLE

No Active Call

Ready

Transfer Call

Blind

Attended

Customer Information

Caller ID

Customer Name

Account Number

Phone Number

Issue Category

Priority

Low

Normal

High

Urgent

Call Notes

Previous Call Notes

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Wrap-Up

Wrap-Up Time Remaining

Disposition

Callback Date & Time

Last Call Summary

No completed calls yet this session.

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Contact Details

Name

Phone

Account Number

Notes

Tags (comma-separated)

Quick Actions

Call Notes History

Conversation History

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Open WhatsApp Chats

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Unassigned

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SLA Warning

—

SLA Breached

Live Queue Monitoring

Live — Auto-refreshes every 5s

SLA At Risk 0

Due within 30 minutes

Contact	Agent	Queue	Due In	Status

SLA Breached (Open) 0

Contact	Agent	Queue	Overdue By

Active Calls 0

Queue	Caller ID	Agent	Duration	Wait Time	Status

Live Agent Status

Agents 0

Agent	Ext	Status	Caller	Duration	Campaign	Pause Reason	Actions

Active Call Details

Color coding: ● <3min ● 3–5min ● >5min

Queue	Caller ID	Agent	Talk Time	Wait Time	Status	Recording

Call History

Date From

Date To

Agent

Queue

Direction

Status

Phone

Calls 0

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Caller	DID	Queue / Channel	Agent	Duration	Charge	Disposition	Date & Time	Actions

Vora — Live Operations

Real-Time Contact Center Dashboard

00:00:00

WAT (UTC+1)

Agent Status Grid

Reports & Analytics

Date From

Date To

Agent

Queue

Voice

SLA Compliance (WhatsApp)

SLA by Queue

Queue	Conversations	First Response SLA	Resolution SLA	Open Breached

Calls Per Hour

Call Dispositions

Queue Comparison

Queue	Voice Calls	Answered	Abandoned	Avg Wait	Voice SL%	WA Opened	WA Resolved	WA Open Now	WA SLA Breach

Repeat Contacts

Multiple inbound calls or messages in period

Contact	Phone	Touchpoints	Calls	Messages	Last Contact

Broadcast Performance

Campaign	Template	Status	Recipients	Sent	Failed	Delivery %	Created

Callback Compliance

Contact	Scheduled For	Called Back At	Agent	Status

Agent Performance

Agent	Calls Handled	Avg Talk Time	Resolved	Escalated	Transferred	WA Conv / Resolved	Service Level	Occupancy %

WhatsApp Broadcast Manager

Create Broadcast

Campaign Name

Template Name

Recipients

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Broadcast Campaigns

Name	Template	Recipients	Status	Progress	Actions