Call Center

Manage customer calls in real-time with automatic notifications, customer detection, and one-click quote creation. Track operator performance and follow up on missed calls to maximize every sales opportunity.

Call Notification Bar

When an inbound call arrives, a notification bar appears at the bottom of your screen. This floating bar shows call status and provides quick actions without interrupting your work.

What You See

The notification bar displays:

• Customer name if the phone number matches a known customer
• Phone number on hover if you need to see the raw number
• Call status showing whether the call is ringing, answered, or in progress
• Animated indicator that changes based on call state

Available Actions

While a call is active, the notification bar provides three actions:

How Calls Work

When your phone system is integrated, calls flow through WiseParts in real-time. The system notifies you of incoming calls, identifies customers by phone number, and tracks every interaction.

Call Lifecycle

Calls progress through these stages:

The system automatically tracks transitions and records timing for each stage.

Call Directions

Receiving Calls

When an inbound call arrives, you receive an instant notification. The system searches for the caller's phone number across your customer database to identify who's calling.

Automatic Customer Detection

The system matches incoming phone numbers against:

• Customer phone and mobile fields
• Branch phone and mobile fields
• Contact records

When a single match is found, the customer is automatically linked to the call. If multiple matches exist, you can select the correct customer manually.

Recent Calls

Access your last five calls from the call history button in the interface. Each entry shows:

• Call timestamp
• Incoming or outgoing indicator
• Completion status (success or missed)
• Customer name if identified
• Quick link to customer profile

Click any call to navigate directly to that customer's quote builder.

Creating Quotes from Calls

Link incoming calls directly to quotes while the conversation is happening.

Using the Incoming Call Button

When a call is in progress:

1. Open Create Order from the menu
2. The Incoming Call button appears if a call is active
3. Click to assign the caller's phone number as the quote contact
4. The channel is automatically set to "Phone"

This creates a seamless connection between the call and any quote you build, making it easy to track which orders originated from phone inquiries.

Lost and Recovered Calls

Lost calls are opportunities waiting to be recovered. The system tracks incomplete calls and helps you follow up.

What Counts as Lost

A call is marked as lost when it ends with:

• Canceled — Customer hung up before you could answer
• No Answer — Call timed out in queue
• Failed — Technical issue prevented connection

Recovering Lost Calls

When you call back a customer whose previous call was lost:

1. The system detects the matching phone number
2. Links your outbound call to the original lost call
3. Marks the original as "recovered"
4. Records the recovery time in seconds

This data helps you understand how quickly your team follows up on missed opportunities.

Lost Calls Widget

The Lost Calls widget on your dashboard shows incomplete calls:

Toggle Without Recovered to focus only on calls that still need follow-up.

Dashboard

Track call volume, wait times, operator performance, and quote conversion from the Call Center dashboard.

Configuration

Phone System Integration

Call center features require integration with your phone system. The integration enables real-time call tracking, customer detection, and performance metrics.

Supported Systems

WiseParts integrates with various telephony providers through webhooks or direct API connections. Contact your account manager to set up the integration for your specific phone system.

What Gets Synced

Once integrated, the system receives:

• Inbound and outbound call events
• Call status transitions (queued, ringing, answered, completed)
• Caller and recipient phone numbers
• Call duration and timing data
• Queue wait times

This data powers the dashboard widgets, customer detection, and recovered call tracking.

User Roles

Call center features require specific roles to be assigned to users.

Call Center Operator

Operators handle calls and create quotes. This role grants:

• View and manage their own calls
• Access to the call center dashboard
• Create quotes from incoming calls
• View recent call history

Operators only see calls assigned to them. Users with the view-all-calls ability can see calls from all operators.

Call Center Manager

Managers oversee team performance. This role includes all operator permissions plus:

• View all calls across the team
• Access to operator performance widgets
• Team filtering on dashboard
• Lost call monitoring for all operators

Manager roles include the view-all-calls ability by default.

Team Configuration

Organize operators into teams for filtering and reporting purposes.

Creating Call Center Teams

1. Navigate to Organization > Teams
2. Create a team with type Call Center
3. Add operators as team members
4. Assign a team manager if needed

Team-Based Filtering

When teams are configured:

• Dashboard widgets can filter by team
• Lost call tracking can focus on specific groups
• Reports segment data by team
• Managers see only their team's metrics (unless they have broader access)

Dashboard Widgets

The call center dashboard displays widgets from two groups: Calls and Quotes. Widgets are automatically available when call center features are active.

Call Widgets

Quote Widgets

Widgets refresh automatically and respond to team filters when selected.

Lost Call Recovery

The system automatically tracks when lost calls are recovered through follow-up outbound calls.

How Recovery Works

1. A call ends with incomplete status (canceled, no answer, failed)
2. An operator later calls the same phone number
3. The system matches the numbers and links the calls
4. The original call is marked as recovered
5. Recovery time (seconds from lost to follow-up) is recorded

Recovery Metrics

Recovery data appears in:

• Lost Calls Widget — Shows recovery status per call
• Reports — Include recovery rates and times
• Dashboard Filters — Toggle to show only unrecovered calls

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