Call Center
Enterprise-grade call center management — dashboard, PBX, recordings, statistics, and supervisor tools.
What's Included
TotalApp's Call Center module provides five integrated screens that together form a complete enterprise call center management solution. Each screen addresses a different operational layer — from live KPI monitoring to telephony configuration to quality assurance — so your team has everything needed to run, measure, and continuously improve your call center operations.
| Screen | Primary Audience | Core Purpose |
|---|---|---|
| Dashboard | Supervisors, Managers | Real-time inbound/outbound volumes, agent status, cost KPIs, hourly traffic charts |
| Virtual PBX | Admins, Team Leads | Call history, missed call callbacks, outbound dialer, IVR config, blocked numbers, device list |
| Call Reports | QA Analysts, Managers | Call recordings playback, QA scoring (8-criteria), analytics heatmap, agent leaderboard |
| Call Statistics | Operations Managers | Queue monitoring, SLA compliance tracking, wait-time histogram, call volume trend charts |
| Supervisor Dashboard | Supervisors | Live agent status grid, barge/whisper/listen controls, real-time queue intervention |
Module Feature Overview
Each screen in the Call Center module is purpose-built for a specific operational need. Together they cover the full lifecycle of call center management — from the moment a call is dialled to quality review and performance reporting.
Dashboard
Real-time command centre displaying inbound and outbound call counts, total durations, extension status, call cost, answer rate, average wait time, CSAT score, and an hourly traffic bar chart. Toggle between Daily, Weekly, and Monthly periods instantly.
Virtual PBX
Full telephony management: chronological call history with type badges, missed call callbacks, an outbound dialler, IVR menu configuration, call routing rules, voicemail settings, blocked numbers list, and a registered device inventory.
Call Reports
Three-tab quality hub: browse and play call recordings, score calls across eight QA criteria (Greeting, Needs Assessment, Product Knowledge, Communication, Problem Resolution, Compliance, Professionalism, Closing), and analyse aggregate metrics via volume charts and a peak-hours heatmap.
Call Statistics
Historical deep-dive: live queue monitor table with SLA colour-coding, wait-time distribution histogram (0–10s through 60s+ buckets), call volume trend lines across 7/30/90 days, call type donut chart, and PDF/CSV export for management reporting.
Supervisor Dashboard
Live agent monitoring grid showing every agent's current state (Available, On Call, Break, Offline), call duration counter, and queue assignment. Supervisors can barge into active calls, whisper coaching to agents without the caller hearing, or silently listen to monitor call quality in real time.
Dual Visual Style
All five Call Center screens support TotalApp's dual screen style system, giving your team the visual experience that best matches their workflow preferences or company brand.
Workstation Mode (Default)
Dark glass surfaces with glassmorphism effects. Stat card values rendered in vibrant sky blue and violet accents. Ghost/glow primary action buttons. Optimised for power users working long shifts at a dedicated workstation.
Enterprise Mode
White paper cards with slate typography and subtle drop shadows. Solid filled primary action buttons. Clean light corporate aesthetic similar to traditional ERP interfaces. Ideal for client-facing environments or teams that prefer a conventional look.
How to Switch
Go to Settings → Appearance → Screen Style and toggle between Workstation and Enterprise. The change applies instantly across all Call Center screens and all other dual-style screens in TotalApp.
Getting Started
Follow these steps to get oriented in the Call Center module on your first visit:
- Switch to Call Center mode — Click the mode switcher in the top header bar and select Call Center. The sidebar will update to show Call Center navigation items.
- Open Dashboard — Your first stop. Review the four stat cards at the top to understand today's call volumes and costs. Check the KPI strip (Answer Rate, Avg. Wait Time, CSAT) against your team's targets.
- Review the hourly traffic chart — Identify peak hours from the bar chart so you can correlate with staffing levels and plan cover accordingly.
- Open Virtual PBX — Navigate to the Call History tab to see the full chronological log of inbound and outbound calls. Review the Missed Calls tab and action any callbacks required.
- Check Call Statistics — Open the Queue Monitor to see live queue health and SLA compliance. Switch to the Wait Time Distribution chart to see how quickly callers are being answered.
- Open Supervisor Dashboard — See which agents are available, on call, or on break in real time. Use barge/whisper controls to coach agents on active calls if needed.
- Review Call Reports — Open the Recordings tab to find calls for QA review. Use the QA tab to score a call across eight criteria and record coaching notes.
Recommended Daily Workflow
Start the day on Dashboard for a KPI health check → mid-morning check Call Statistics for queue SLA → use Supervisor Dashboard throughout the day for live agent monitoring → end of day use Call Reports to score at least 2–3 calls per agent for QA.