Managers: assignment, live board, reports, alerts
Getting leads to agents, watching the desk, and the reports that matter.
Assigning leads
Leads → Assign: batch (tick agents, choose how many, even or top-up) or continuous (leads from the chosen sources are handed to the ticked agents automatically, round-robin, as they arrive). 'Max open' is the number of untouched (NEW) leads an agent may hold before they stop receiving more; 0 = no limit.
Multiple roles
On Users, each person has a primary role plus optional extra roles (the 'Also' column). A user gains the combined powers of all their roles and stays scoped to their own records. Use it when a retention agent should also help on the phones (give them SALES too) or when the desk is short — capabilities add up, they never widen who sees whose leads. SUPERADMIN can't be an extra role, and you can't change your own.
Dashboard and Live board
The dashboard opens with Desk today: dials, reached, conversations, FTDs, agents online, outcomes owed; who's on the phone; calls by dialer with the line-health verdict; leads in today by source with speed-to-lead. The Live board and Wallboard show the same in real time, with targets.
Reports
| Report | Answers |
|---|---|
| Desk performance | who dialled, reached, converted; by dialer; discipline; working day |
| Sources & partners | per source: leads in, speed-to-lead, reached, conversations, clients, FTD; partner integration status; partner fraud signals; 'Protect our numbers' checklist |
| Missing outcomes | conversations with no outcome, by agent, fix with one click; over-dialling |
| Carrier quality | false answers, rejects, line availability by hour, reject streaks (channel cap vs carrier), caller-ID health with Rest / Unrest |
| Call quality & drops | cut-offs, lost audio, per dialer |
| FTD & deposits | pipeline: no deposit yet / waiting for confirmation / confirmed; per agent and source |
| Compliance | AI-flagged calls, QA reviews, DNC |
| Alerts & goals | rules, cooldowns, per-agent targets |
Alerts
Red alerts reach managers in-app (and email/Telegram if configured): idle agents, cold leads, false-answer spikes, a carrier refusing calls, a channel limit being hit, a caller ID being rested. Each has a cooldown so it does not repeat every minute.
Listening to calls
Live board → Listen / Whisper / Barge on a Relay or Parley call. Every use is written to the audit log.