Agent Control Center
Agents have access to a powerful browser-based control center that provides a unified interface for managing live calls, qualifying leads, and routing conversations.
- Mute & Hold — mute the microphone or place the caller on hold with one click
- Schedule Callback — arrange a follow-up call directly from the active call screen
- Find a Buyer — after completing the interview, the agent triggers the routing engine to match the caller with the best available buyer
- Transfer — warm or cold transfer to another agent, buyer, or external number
- Call Disposition — select a disposition code to end the call and trigger post-call actions
- Script Switching — change the assigned interview script mid-call for different qualification paths
- Live Buyer Preview — view matching buyers in real time as the agent completes the interview
- Built-in WebRTC Softphone — agents connect directly in the browser with no downloads or external SIP clients required. SIP credentials are auto-provisioned.
Call Dispositions
Agents dispose calls to provide visibility on the outcome of calls and identify areas of improvement. Dispositions can be configured to perform various actions, such as adding the consumer to your DNC, running a custom webhook, and more.
- Define custom disposition codes that match your business workflow
- Trigger automated post-call actions: DNC list additions, webhook notifications, lead status updates
- Track disposition metrics to identify trends and improve conversion rates
Seamless Agent Creation
Easily configure hundreds of agents using TrackDrive's bulk agent uploader. Create internal agents with predefined passwords for easy call center management.
- Bulk upload — import agent lists via CSV to provision hundreds of agents at once
- Internal agents — create agents with predefined passwords for quick onboarding
- Role management — assign agents to specific offers, schedules, and call queues
Agent Statuses
Track agent performance with real-time status monitoring. Summarize how much time agents spend with customers, ringing leads, on lunch, etc.
- Available / On Call / Away — see each agent's current state at a glance
- Time tracking — measure how long agents spend in each status throughout the day
- Performance metrics — calls handled, average handle time, and conversion rates per agent