The control room for every call your team answers.

A business phone system connects callers to people: numbers, extensions and voicemail. A contact centre is organized around the calls that wait: teams, which calls go first, who is free to answer, and reports on how quickly calls were answered.

Inbound CX Contact Center is the second kind, sized for a business where a few people answer one number between other work. You draw the phone menu, name teams such as Sales and Support, and people answer in a browser tab or the Windows app.

By two checks on the agent rather than on the call. The agent has to be in the team the phone menu chose, and has to carry every skill that team requires: skills are words you invent, such as french or billing, and all of them must be there, not just one.

Only somebody who has set themselves available is offered the call, an offer lasts 30 seconds, and a call sent at a higher priority is offered ahead of callers already waiting. How teams and waiting work

Not today. It is announced, not built, so no caller talks to one yet. What answers your number now is the phone menu you draw: a caller presses a key or says a word, and the call goes to a team or straight to a person.

Whoever picks up can put the caller on hold, talk to a colleague first, then hand the call over or keep all three of you on the line.

They are not collected today: asking callers to rate a call once it ends is announced, not built.

What the reports already attribute to each agent is their total calls, how many they answered and their average call length, plus how long they spent available, busy or offline over the last 7, 30 or 90 days.

Voice only, today. Chat and email queues Coming soon are announced.

Text messages to and from your numbers already land in one shared inbox, one conversation per outside number, and whoever is answering replies from the number the customer wrote to. They are not routed to a team the way calls are.

The dashboard shows figures as of when you open it: calls in the last 24 hours, live calls, agents online, average wait, missed calls and answer rate, with an alert when callers are waiting and how long the longest has waited. The queue page adds waiting callers, the longest wait and available agents, with a refresh button.

The analytics page covers the last 7, 30 or 90 days: total calls, average handle time, service level (the share answered within 30 seconds) and answer rate, an hourly heatmap of the last 7 days, and tabs by agent, agent status and queue.