Inbound call center overview

The Inbound Call Center is built around two pieces: the call queue that holds callers until an agent is free, and the Call Center Console built into the Drömlik App where agents and supervisors do their work.

Call queue

The queue is the virtual waiting room. When a caller arrives, Drömlik decides which agents are eligible (logged in, available, with the right skills), what order to ring them in, what callers hear while they wait, and what happens if no one picks up.

Call Center Console

The console is where agents take calls and supervisors keep an eye on the floor. From the console you can:

• See your own queue activity and ranking.
• Pause and resume with a reason code.
• Transfer or consult with a colleague mid-call.
• View live queue metrics — calls waiting, longest wait, abandon rate.
• (Supervisors) listen in, whisper, or barge into a live call.

Roles

• Administrator — creates queues, assigns agents, sets ring strategies and SLA targets, configures the wallboard.
• Supervisor — watches real-time activity, coaches agents, pulls historical reports.
• Agent — answers queue calls, manages presence, completes wrap-up.