Intelligence Hub

Real-time routing decisions, agent affinity, loop prevention, and abandoned call analytics

Real-time agent status tracking, time by queue & status, team performance breakdown

Track abandoned calls, priority queue management, callback completion status

Analyze multi-call patterns, queue transfers, and customer interaction timelines

Unified view of all call types, volume trends, and real-time monitoring

Live call context viewer, customer info display, real-time agent assistance

Manage outbound call campaigns with dynamic Databricks-powered lists and real-time agent availability

Create new campaigns with filter-based targeting, priority weighting, and scheduling controls

Historical reporting, call metrics and trends, performance analytics

Real-time queue states, calls waiting, wait times, and priority levels

Queue usage breakdown, routing type distribution, decision analytics

Queue performance by hour, peak time identification, volume trends

Test routing decisions, validate queue assignments, debug routing logic

Smart queue failover traffic, rule breakdown, queue distribution, and decision trends

Toggle the smart queue failover system, adjust thresholds, enable/disable individual rules, and manage eligible fallback queues

Manage runtime configuration: TalkDesk flow IDs, campaign defaults, routing parameters