Visibility
The wait is visible before the abandon
The wallboard shows the queue live, the supervisor reacts before customers hang up.
The starting point
What you live with today
A call floor is run on what you can see. Without a live board or reliable reports, you find out about problems after the customers are gone.
What usually gets in the way
- Calls arrive in waves and nobody sees the wait build up before customers hang up
- By the end of the day, nobody knows who took how many calls, or for how long
- Call-center software is one more tool, billed separately and cut off from the rest of the phone system
The setup
How we settle it
A queue, agents logging into it, a wallboard and reports. It's all in the interface, with no separate ACD software to install.
A queue, and its distribution rule
Calls enter the queue, which spreads them across connected agents according to the rule you choose: longest idle, round-robin, or ringing everyone.
Agents log in and go on break
An agent joins the queue when they start, pauses to catch a breath, and leaves it when they go. The queue only presents calls to agents who are actually there.
The wallboard shows the wait
The queue's status opens in a browser, on a screen on the floor: calls waiting, longest wait, agents connected and their state. A team that sees its wait time climb organises itself.
Reports say what happened
Calls received, taken, abandoned, wait time, talk time, availability per agent. Enough to adjust staffing on numbers, not on a gut feeling.
The result
What it gives, once it's in place
The supervisor sees the wait build up before customers hang up, agents know where they stand, and every week the numbers say where to reinforce the team.
The gains
Four visible differences
Measurement
Every agent on real numbers
Calls taken, average duration, break time: performance reads per agent and per queue, over the period you choose.
Quality
Calls recorded
Recording feeds training and quality control. It runs on our own servers, with no external AI.
Cost
No extra ACD software
The queue, supervision and reports are inside the phone system. Nothing extra to buy or connect.
The queue, the agents and the numbers fit in one interface.
1single interface
0uncounted call
In the interface
The queue, visible across the room
Every queue has its own public address. You open it on a screen on the floor, or send it to a supervisor, with nothing to install.
Queues, the wallboard and agent reports are documented screen by screen.
Open the guideQuote
Describe your floor, and we'll show you the queue running.
Tell us how many agents, what call volume and what you want to measure. We'll show you the wallboard and the reports in thirty minutes.