Call center agent guide

As an agent you'll spend most of your day in the Call Center Console inside the Drömlik App. It shows your queues, your status, the calls you've taken, and the calls waiting right now.

Your daily flow

1. 1

   Sign in

   Open the Drömlik App and go to the Call Center tab. If you're a dynamic agent, log into your queue.

2. 2

   Set your status

   Available means the queue can ring you. Use pause reasons (lunch, training, break) so supervisors know why you're not on calls.

3. 3

   Take calls

   Answer, transfer, or consult. The console shows the caller, the queue they came from, and any CRM context.

4. 4

   Wrap up

   After hang-up, finish your notes during wrap-up time before the next call lands.

5. 5

   Sign out

   At end of shift, log out of the queue (dynamic agents) so calls don't keep ringing you.