Command Center
Command Center
Use live calling, call history, script management, listen-in, and dialer setup.
- Audience
- Agents using live call workflows
- Region
- US and Canada
Overview
Command Center is the live call workspace. It shows today stats, live call controls, listen-in, call history, scripts, and settings zones.
When a call is active, the dashboard switches into call mode and prioritizes the live call zone.
Call history stores sessions and links into notes, tags, transcripts, post-call output, and script-following context where available.
Requirements
- Phone provider connected if outbound calling is required.
- Microphone access allowed in the browser.
- Scripts configured for guided calling.
Walkthrough
1. Complete setup
Open Command Center > Setup to connect the phone provider, configure numbers, set dialer preferences, and complete region-specific setup.
2. Prepare scripts
Open Command Center > Scripts to create or edit scripts used during calls.
3. Start or join a live call
Use the live call zone to place or receive calls. During active calls, the interface focuses on live controls and transcript-backed output.
4. Review history
Open Command Center > History to inspect recent sessions, notes, tags, transcripts, and post-call artifacts.
5. Use listen-in
Team users with permission can use listen-in views to monitor live downline calls where available.
Where to go
| Area | US path | Canada path |
|---|---|---|
| Command Center | /us/command-center | /ca/command-center |
| Call history | /us/command-center/history | /ca/command-center/history |
| Scripts | /us/command-center/scripts | /ca/command-center/scripts |
| Setup | /us/command-center/setup | /ca/command-center/setup |
Tips
- Keep browser microphone permissions enabled for the platform domain.
- US SMS deliverability depends on 10DLC setup where SMS is used.
- Live transcript, rebuttal suggestions, and script-following depend on the live call pipeline and active session state.
Troubleshooting
The live call surface does not enter call mode
Confirm a live or pending call session exists and refresh Command Center. If the issue persists, contact support with the session ID.
The microphone is unavailable
Check browser permissions, the selected input device, and the Command Center dialer settings page.