Agent status is the state that routing depends on. The platform tracks whether each agent is available, on a call, on a break, in wrap-up or offline, and uses that to decide who the next queued call is offered to. Agents can also be given their own outbound caller ID, so a call from a specific team or region shows the number the customer expects rather than a single shared line.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
Track who is available, who is on a call and who is unavailable, and control the caller ID each agent dials out on.
Routing follows real availability
Calls go to agents who can actually take them, rather than ringing out on someone who stepped away.
Per-agent outbound caller ID
A regional team can dial out on a regional number, which materially changes answer rates on outbound calls.
Status visible to supervisors
Who is on a call, who is free and who is unavailable, live rather than reconstructed afterwards.
Ring-no-answer moves on
If an offered call is not picked up, it moves to the next agent instead of ringing out on an empty desk.
End to end, in the order it actually happens.
An agent signs in to the agent desktop and sets themselves available.
The platform records the state change and includes them in routing.
When a call is offered and answered, status moves to on call automatically.
After the call the agent is in wrap-up until they submit a disposition.
The agent returns to available, or picks a break or offline status.
Worth knowing before you build a process around it.
Shift management
Skill-based teams
Regional outbound teams
Supervisor oversight
Agent Desktop (Browser Softphone)
A browser softphone for contact centre agents: answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts.
Learn moreACD Routing Strategies
Choose how each queue picks the next agent: round robin, longest idle, or skill-based routing with a minimum skill level.
Learn moreLive Call Monitoring: Listen, Whisper, Barge
Supervisors join a live queue call in one of three modes: listen silently, whisper to the agent only, or barge in so both sides hear them.
Learn moreAgent status is the state that routing depends on. The platform tracks whether each agent is available, on a call, on a break, in wrap-up or offline, and uses that to decide who the next queued call is offered to. Agents can also be given their own outbound caller ID, so a call from a specific team or region shows the number the customer expects rather than a single shared line.
1. An agent signs in to the agent desktop and sets themselves available. 2. The platform records the state change and includes them in routing. 3. When a call is offered and answered, status moves to on call automatically. 4. After the call the agent is in wrap-up until they submit a disposition. 5. The agent returns to available, or picks a break or offline status.
Status reflects call state and what the agent sets. It is not a productivity monitor and does not track screen activity. There is no automatic wrap-up timer. An agent stays in wrap-up until they submit a disposition.
BPO, Financial Services, E-commerce, Healthcare. Typical uses are shift management, skill-based teams, regional outbound teams, supervisor oversight.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.