Contact Center
Welcome to the Call Center how-to section. This section walks you through the main screens agents and supervisors use day to day to handle calls, monitor activity, and keep track of performance on the ROGER365.io platform.
The Call Center is made up of three main screens, each designed for a specific role and purpose:
Agent – The agent's personal workspace for handling calls. From here, agents can see incoming and active calls, monitor queue activity in real time, access their contacts and favorites, and place calls. It also includes handy tools such as the Post-it Wall and AI Actions to support them throughout the day.
Supervisor – A real-time overview for supervisors to keep an eye on their team. This screen shows agent availability, agent performance, and both queued and active calls, making it easy to see how calls are flowing through the queue and who is available to take them.
Statistics – A high-level view of call activity and agent availability. This screen breaks down how calls have been handled—answered, abandoned, or failed—and shows how agents are distributed across their different states.
Use the guides in this section to get familiar with each screen and make the most of the tools available to you. Pick a page from the left-side menu to learn more.