Agent status is the state that routing depends on. The platform tracks whether each agent is available, busy or unavailable, 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
API included
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.
Presence can sync to your CRM
Agent presence is exposed to the CRM integration, so availability is not trapped in one tool.
End to end, in the order it actually happens.
An agent signs in 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 busy automatically.
On wrap-up the agent returns to available, or marks themselves unavailable.
Presence changes are published to connected CRM integrations.
Worth knowing before you build a process around it.
Shift management
Skill-based teams
Regional outbound teams
Supervisor oversight
Call Queues & Distribution
Hold callers in a managed queue and distribute them to the right available agent instead of dropping them to voicemail.
Learn moreLive Call Monitoring
Join a live call as a supervisor to listen in, for coaching, quality assurance and dispute handling.
Learn moreCRM Integration & Screen Pop
Connect your CRM over OAuth, push call events into it, and keep agent presence in sync between the two systems.
Learn moreAgent status is the state that routing depends on. The platform tracks whether each agent is available, busy or unavailable, 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 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 busy automatically. 4. On wrap-up the agent returns to available, or marks themselves unavailable. 5. Presence changes are published to connected CRM integrations.
Status reflects call state and what the agent sets. It is not a productivity monitor and does not track screen activity. Automatic wrap-up timers should be confirmed against your configuration rather than assumed.
BPO, Financial Services, E-commerce, Healthcare. Typical uses are shift management, skill-based teams, regional outbound teams, supervisor oversight.
A cloud contact center is a customer service platform hosted in the cloud that allows businesses to manage customer interactions across multiple channels (phone, email, chat, social media) without on-premise hardware. It provides features like automatic call distribution (ACD), IVR, call recording, and analytics.
CCaaS (Contact Center as a Service) is cloud-based, requiring no hardware investment, offering pay-per-use pricing, automatic updates, and easy scalability. Traditional call centers require significant upfront investment in hardware, ongoing maintenance, and are harder to scale.
Self-serve platform. No hardware, no long procurement cycle.