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Your Department gives you a real-time view of call activity within your assigned department. Use it to see who is on a call, which calls are waiting to be picked up, and whether your teammates are available. To open it, click Your Department in the left sidebar.
This view only shows activity within your assigned department. You will not see calls or users from other departments.

Live calls tab

The Live Calls tab shows all calls currently active in your department. For each call you can see:
  • Caller information (name or number)
  • How long the call has been active
  • The agent handling the call

Parked calls tab

The Parked Calls tab shows calls that have been placed on a park slot and are waiting to be picked up. Each entry displays how long the call has been parked.

Pick up a parked call

  1. Click the Parked Calls tab.
  2. Find the call you want to pick up.
  3. Click the pickup button next to that call entry.
Your phone will ring and you will be connected to the caller.
Pick up parked calls quickly. The longer a caller waits, the worse their experience. Use the park duration column to prioritize.

Users tab

The Users tab lists everyone in your department along with their current availability status. Use this to quickly check whether a teammate is free before transferring a call to them.