Overview

The Cloud Call Center dashboard: volume, answer rate and handling time for the period, with call outcomes by queue and the busiest agents.

Switching between products

The sidebar carries a switcher that flips the whole dashboard between Omni Channel and Cloud Call Center.

Where everything lives

Page	Path	What it is for
Dashboard	`/call-center`	Metric cards, call timeline, outcomes, top agents
Agent console	`/call-center/agent-console`	Your devices, your queues, your recent calls
Live data	`/call-center/live-data`	Live calls, queues and agents
Call history	`/call-center/call-history`	Every call, with recordings and leg detail
Voicemail	`/call-center/voicemail`	Messages left in your voicemail boxes
Reports	`/call-center/reports`	Queue and agent reporting
Call flows	`/call-center/call-flows`	The visual IVR and routing builder
Settings	`/call-center/settings`	Trunks, DIDs, extensions, queues and the rest

Live data and call flows are open to administrators only.

Setting up for the first time

Connect a trunk

Point a number at a flow

See DIDs.

Create extensions for your agents

See Extensions.

Build a call flow

See Call flows.

Voice agents hand a call to an AI agent instead of a person.
Twilio voice and WhatsApp calling turn calls into ordinary conversations rather than routing them through a PBX. Those live in Inboxes and channels under Omni Channel.