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.
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.