Routing strategies
- ring-all — all available agents ring simultaneously.
- longest-idle-agent — the agent who has been idle the longest.
- round-robin — turn-based assignment.
- top-down — strict order by tier/level.
- agent-with-fewest-calls — load balancing.
- random — when you want no bias.
Wallboard live
Supervisor dashboard with all queues in a single view:
- Calls waiting + average wait time.
- Available / busy / paused / off-shift agents.
- Service Level (% answered within 20s) configurable per queue.
- Auto-refresh via Socket.IO — no manual reload.
Supervisor live actions
- Silent listen — listen without being heard.
- Whisper — speak to the agent without the caller hearing (in development).
- Barge — join the call as a third party.
- Force pause / unpause agents.
- Force-end call in emergencies.
Per-queue music on hold
Upload your MOH per queue (WAV / MP3 / OGG converted to FreeSWITCH-compatible format). The system applies it to the caller's leg and the agent's leg when they put the call on hold. Configurable global fallback if a queue has no MOH.
Configurable pauses
Agents pause with reason (lunch, training, after-call work, personal). Pause
distribution and time-per-reason metrics included — useful for headcount
planning. Plus, a paused agent cannot receive direct calls
either: SIVO blocks the call when the agent has status On Break
or Logged Out.
Wrap-up time (ACW)
Configurable per queue. When the call hangs up, the agent enters After-Call Work automatically for N seconds before becoming available again. Time enough to annotate the case without burning agents.