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For a team whose main job is answering inbound calls — support, service, front desk — in the order that gets a support desk from nothing to answering, without re-reading the whole site.

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Start here

1

Complete the admin quickstart

Connect your carrier, add a phone number, and invite your first agent — see Set up your contact center.
2

Set your business hours

Define when your desk is open, including holidays — see Business hours. Note its current limit: a schedule doesn’t yet affect routing on its own.
3

Create a queue and route your number to it

Build the queue your agents answer from, then point your phone number at it — see Create a queue and Route an inbound number.
4

Build an IVR menu, if you need one

Give callers a menu before they reach a queue — see Build a menu.
5

Bring your agents on

Sign in, set up audio, and learn the states — see Set up your headset and audio and Agent states.
6

Watch it run

The wallboard and live call monitoring for your first day answering calls.

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When you need it

Handling more call volume

Queue overflow and fallback

Queue membership and skills

Service level and priority

Ring groups

When no one can answer

Voicemail

Prompts and audio library

Quality and coaching

Create a scorecard

Evaluate a call

Agent scores and coaching

Measuring the desk

Call detail records

Call recordings

Dashboards