E-commerce · Call centre
Call-centre lead assignment system
An admin console that hands incoming customer calls to the right agent, split by product, payment type, tag and sales channel.
- Client
- Herbal Cure
- Sector
- E-commerce · Call centre
- Platform
- Web app
- Features
- 22 across 4 areas
Screens
See it for yourself
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The brief
What it had to do
The problem
A sales call centre takes leads from several places, including a Shopify store and repeat buyers. Every lead has to reach an agent who can act on it, and managers need to see who is handling what.
What we built
An admin dashboard with live counts of assigned and unassigned calls, five assignment modes (filtered, by payment type, single, tag plus product, and group), CSV lead upload, repeat-call handling, and a broadcast panel that pushes calls to several agents at once.
What changed
Calls are handed out in bulk by rule rather than one at a time, and assignment history and daily reports show where every lead went.
Features
Everything it does
22 features across 4 areas.
Call queues
- Separate queues for normal calls and Shopify calls
- Repeat calls, with their own upload
- Store auto-assign
- Lead upload by CSV, with upload history
Smart assignment
- Assign every call matching the current filters to an agent
- Assign by payment type
- Direct assignment of a single product
- Tag plus product assignment
- Shared assignment to a group
- Super broadcast to several agents and groups at once
Working the call list
- Filters for date range, product, tag, channel, status and agent
- Search by call ID or phone number
- Drag across checkboxes to select many calls quickly
- Bulk-assign or delete the selected calls
Team and reporting
- Total, assigned and unassigned calls for any date range
- Agents and agent groups
- Live team status
- Assignment history
- Daily report and branch report
- Today's product count and RTO product count
- Custom call statuses
- A notice banner for messages to the team
Your project
Want something like this for your business?
Tell us how your business runs. We will tell you honestly what would help, what it involves, and what it would cost. Just your name and phone number to start.
- No cost, no obligation, no contract at the end of it.
- We use your number for this call and nothing else.
- Calls and support: Mon-Sat, 9:00 AM - 10:00 PM IST.
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