Manage Agents, Permissions & Performance Scorecards.
Supervise team productivity with real-time agent presence states, mandatory After Call Work (ACW) policies, role-based access control, and shift locks.
| Agent | Status | Extension | Calls Today | Total Talk Time | Conversion | QA Score |
|---|---|---|---|---|---|---|
| Aarav Sharma | Available | Ext 101 | 48 | 3h 42m | 31.2% | 98% QA |
| Priya Nair | On Call | Ext 104 | 42 | 4h 15m | 28.5% | 95% QA |
| Rohan Varma | In ACW | Ext 108 | 55 | 4h 50m | 34.0% | 99% QA |
| Neha Patel | Meal Break | Ext 112 | 36 | 2h 55m | 22.8% | 92% QA |
| Karan Singh | Offline | Ext 119 | 0 | 0m | -- | -- |
Administrative & Compliance Safeguards
Enforce organizational rules, phone permissions, and data export restrictions effortlessly.
Calling Permissions
Toggle outbound dialer access, international long-distance calling, and mobile number masking on a per-agent basis.
Campaign Access Control
Restrict visibility so agents only see records and queues tied to their assigned squads or product lines.
Enforced Working Hours
Automate agent logout or softphone locking outside of approved work shifts and regional holiday calendars.
Recording Security & Privacy
Define which roles can download raw audio files versus streaming playback with audit logging.
Custom CRM Permissions
Grant or restrict lead export rights, deal deletion privileges, and sensitive field views.
Analytics & Export Rights
Control who can generate CSV/PDF management reports and inspect team-wide conversion metrics.
Common Questions on Agent Governance
Everything you need to know about After Call Work, break management, and SSO integration.
After Call Work (ACW) is the post-call wrap-up state where agents log call dispositions, write CRM notes, and trigger follow-up tasks before the system delivers the next inbound or outbound call. Callflow allows administrators to enforce mandatory ACW timers (e.g., 60 seconds) or enable auto-wrap-up to balance data quality with agent pacing.
Build High-Performing, Coached Sales Teams
Enforce After Call Work discipline, streamline rep access with role-based ACLs, and coach agents live on calls.