Call Center

Configure your call center integration to receive real-time call notifications, enable customer detection, and set up operator access.

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 Settings > 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

Related Settings