Agent Flexibility
In SimpleCallCenter, an "agent" is not locked to one queue, one brand, or one role. The same person can work in several hotlines and call centers at once.
Multi-Role & Multi-Queue Support
Built from day one for agents in multiple queues and call centers
Multi-Queue Support
An agent can be attached to several queues and hotlines (e.g., Support EN, Support ES, Billing) at the same time, working across different departments seamlessly.
Multi-Call Center
Agents can work across multiple call centers (different projects or brands) simultaneously, allowing small teams to handle multiple roles efficiently.
Flexible Roles
The same person can be an agent in one team and a supervisor in another — the ACD engine and desktop app handle all the complexity for them.
Fair Routing Logic
When an agent becomes free, the routing logic looks across all queues that agent serves and finds the caller who has been waiting the longest, ensuring fair distribution.
Fine-Grained Behavior Profile
Each agent has their own behavior profile with configurable parameters per account/queue
Wrap-up Time
Configure how long agents stay unavailable after a call to finish notes and CRM updates.
Call Timeout
Set how long the platform will ring agents before trying the next agent in the queue.
Busy/Reject/No-Answer Delays
Control how long to pause before sending the next call after agents are busy, reject a call, or don't answer.
Max No-Answer Attempts
After a certain number of unanswered calls, the system can auto-log agents out from queues, so one distracted person doesn't destroy the SLA for everyone.
Advanced Capabilities
Powerful features for managing agent efficiency and presence
Per-Agent Statistics
Track answered calls, missed calls, rejections, total talk time, wrap-up time, login time, and auto-logout events for each agent.
Real-Time Presence
Agent presence is live, not static config. Agents log in/out of queues and change status from the desktop app, with updates visible across all nodes.
Distributed Locking
Each node keeps its own watchlist of logged-in agents and uses a distributed lock per agent ID, so no two nodes grab the same agent at the same time.
Queue & Direct Calls
Agents can handle both call center traffic (queue calls) and direct DID/office extension calls for normal PBX use, with logic that respects their current state.
Simple for Agents, Powerful Under the Hood
From the agent's point of view, it feels simple: they just log in, pick the queues they want to work, and the system handles the rest. Under the hood, you're doing all the multi-queue, multi-role, multi-node juggling for them.
The ACD watches only logged-in agents and respects locks, so each agent is picked by at most one node at a time, even in a distributed setup. The lock is released after hangup plus wrap-up time, so agents get breathing room before the next call.