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Call Center Administrative Overview

This guide covers the extended features of the SendSquared voice system, including managing agents, leads, call logs, and voicemails.

Queue Dashboard Administrative Features​

While the Queue Dashboard shows agents and active calls, agent administrators have additional capabilities:

Managing Agents​

As an agent administrator, you can:

  • Monitor agent status and session duration
  • Remove agents who are stuck in the system by clicking the X button
  • This is useful when agents forget to log out or get stuck in a specific status

Call Management Controls​

Agent administrators have special call control options for active calls:

  • Ghost: Join a call and let the agent know you are listening
  • Spy: Listen to a call without the agent knowing (for training/quality purposes)
  • Barge: Take over a call completely (useful for handling difficult callers or assisting agents)

Leads Management​

The Leads page provides a complete view of all leads in the system:

  • View all leads that have been created from calls
  • Edit leads when guests book or provide additional information
  • Access notes made on leads during previous conversations
  • Find the same information in individual contact profiles

Call Log​

The call log maintains records of all calls in the system:

Call Log Features​

  • Lists all calls with details on who answered and call duration
  • Provides access to call recordings
  • Shows call results and outcomes
  • Defaults to displaying calls from the last 24 hours (can be adjusted)

Filtering Options​

Filter the call log by:

  • Call result
  • Agent
  • Call status (including "Hang Up" - callers who disconnected before speaking to an agent)

Best Practices​

  • Check the call log first thing in the morning and at the end of the day
  • Follow up on missed calls and voicemails
  • Mark calls as "Complete" after following up to prevent duplicate follow-ups
  • Verify outbound calls were made by checking the outbound call log

Contact-Specific Communication History​

To view communication history for a specific contact:

  1. Click on the contact's name from any list
  2. Go to their profile
  3. Access their individual call log showing both inbound and outbound calls
  4. Listen to call recordings associated with the contact
  5. Review their leads and voicemails

Listening to Recordings​

When listening to call recordings or voicemails:

  • Use the arrow keys on your keyboard to skip ahead or rewind
  • Adjust playback speed if needed

Voicemail Management​

Access the voicemail system by clicking Voicemail under the Calls menu.

Voicemail Workflow States​

Voicemails have two primary states:

  • Read: Indicates you have listened to the voicemail but haven't taken action
  • Complete: Indicates you have followed up on the voicemail

Assigning Voicemails​

The typical workflow for voicemails:

  1. In the morning, voicemails are assigned to specific agents
  2. Assigned agents receive notifications at the top of their screen
  3. Agents listen to their assigned voicemails and follow up with callers
  4. Once resolved, voicemails are marked as complete

Filtering Voicemails​

Filter the voicemail view by:

  • Unread/unlistened
  • Agent assigned
  • Incomplete voicemails
  • Date received

Additional Resources​

For more information on using the voice system, please refer to the Call Center Overview guide.