Agents
Create and manage the people who take calls. Each new agent is automatically given their own Telnyx telephony identity.
Create agent
All agents
Dashboard
High-level floor view — auto-refreshes every 5 seconds. Inbound counts only; sales & transfers include outbound.
Live Calls
Every in-flight call. Listen is monitor-only — you hear everything, nobody hears you, agents see nothing.
Reports
Inbound volume per traffic source, and how many sold on each transfer line. AT&T and T-Mobile are the two transfer lines — sales there are detected from the call transcript, since the closing happens on the external team's side.
Per fronter: calls handled and how many sold on each transfer line (AT&T / T-Mobile), detected from the transcript and attributed to the rep who transferred the call.
Per agent: our billing rules — valid transfers per line (AT&T 10+, T-Mobile 10+, ADT 5+) plus RGU sales = total billable, divided by inbound calls handled.
Every sale your agents logged via the sale form. Caller ID and traffic source are pulled automatically from the call.
Scheduled callbacks per agent. Callbacks are private to the rep who booked them, so this is the only place a build-up is visible. Click an agent to see their list.
Hours worked = time Online (incl. on calls). Wrap-up and Offline are excluded. Eastern time.
Per-agent performance. Calls = inbound only. Sold = internal sale dispositions. T-Mobile 10+ / AT&T 10+ = transfers to that line with external-leg duration ≥ 10 min; ADT 5+ = ≥ 5 min. Billable = Sold + the three transfer counts. Conv% = Billable ÷ Calls. Click any column to sort. Eastern time.
Agent Connectivity
Network quality per agent — login checks and live in-call samples. Latency, jitter, and packet loss; a "Poor" rating means choppy audio is likely. Use this to spot stations with bad internet (Philippines: wired ethernet + USB headset required). Auto-refreshes every 10s.
Script & lead capture
Write the full script your agents read. Drop in a field where the agent should collect info — it becomes an editable box on their call screen that autosaves to that customer. Changes here save automatically and appear on the agent's next call.
Insert a field
Put your cursor in the script where you want the agent to collect something, then click a field. It drops a token like {first_name} there.
Script
Live preview — what the agent sees
The blue boxes are where agents type the customer's info during the call.
Buyers
Transfer targets. Each becomes a button on the agent's call screen. Changes apply to the next call instantly. Billable = minimum transfer length before it counts.
Buyers
Backstop overflow — used ONLY when a traffic source has no overflow number of its own
Send right away: any call with no free rep goes straight to the overflow buyer (consumer's caller ID passes through). Hybrid: caller hears your greeting + hold music; if a rep frees up within the wait window they're connected, otherwise they're sent to the overflow buyer. Hold: keep them on hold music indefinitely.
Traffic Sources
Every number that receives calls: who answers it, where it overflows, and what reps see when it rings.
Sources
Enter an area code and click Find numbers. Pick one to buy — it's automatically pointed at P50 Connect and starts taking calls. (~$1/mo per number.)
Approvals supervisor sale requests · nothing counts until you approve
Scheduler shift headcounts per center · all times EST
Routing live floor truth · every skip explained
Dispositions
The buttons agents click after every call. Color and wrap timer are exactly what agents get. Built-ins carry hard-wired behavior — they can be turned off but not deleted.
Custom dispositions log the outcome and hang up. Team-visibility chips arrive in the next backend update.