Real-Time Agent Presence
SimpleCallCenter keeps a live view of who is actually available to take calls across all your call centers and hotlines.
Live Agent Status Monitoring
Real-time visibility into agent availability and status across your entire organization
Real-Time Status Updates
Agent status is updated in real time whenever they log in or log out, receive or finish a call, or are automatically logged out after too many no-answers.
Centralized Presence Data
This presence is stored centrally and shared between all ACD nodes and desktop apps, so there is a single source of truth for who is online, on a call, or logged out.
ACD Engine Integration
The ACD engine uses the same presence data to decide which agents are eligible for the next call, respecting locks and wrap-up timers so agents are never double-picked.
Agent Status Types
Track every agent state with complete clarity
Online
Agents who are logged in and available to receive calls.
On a Call
Agents currently engaged in an active call with a customer.
Logged Out
Agents who have logged out or been automatically logged out after no-answers.
Supervisor Dashboard
Complete visibility and control over your team's availability
Live Team View
Supervisors see this in the desktop app as a live view of the team, per call center and per hotline, with real-time status updates.
Agent Activity Details
Drill into an agent's recent activity, including missed calls, answered calls, and performance metrics for complete oversight.
No Stale Status
What supervisors see on the screen is exactly what the routing engine uses — no guessing, no stale status, ensuring accurate decision-making.
Respect Locks & Timers
The system respects locks and wrap-up timers so that a single agent is never picked by two servers at the same time and doesn't get calls back-to-back.
Accurate, Real-Time, Always Synchronized
In practice, it means: what supervisors see on the screen is exactly what the routing engine uses — no guessing, no stale status. The ACD engine uses the same presence data to decide which agents are eligible for the next call, respecting locks and wrap-up timers so that a single agent is never picked by two servers at the same time and doesn't get calls back-to-back without a pause.