Operations
Voice team & agent presence
Agent roster with realtime presence, DID assignments, and per-agent activity rollups.
What you get
- ·Realtime presence via heartbeat (60s stale window)
- ·DID assignments — bulk assign / unassign per agent
- ·Per-agent rollup: total calls, answered, talk time, last call
- ·Click an agent → drill into their CDR scoped to their agent_id
- ·Sticky-agent routing keeps repeat callers on the same rep
app.autocloz.com/voice/agents
60s
heartbeat window
stale → offline auto-flip
3
presence states
ready · on_call · offline
N×N
DID-agent assignment
many-to-many; bulk-managed
How it works
The detail.
Presence, not just status
Most softphones show a status badge that's stale by the time you look at it. Autocloz tracks a heartbeat — every 60s the agent's tab pings the presence endpoint and the team page shows the freshness. After 60s of silence the status flips to 'offline' automatically, so you never route a lead to an agent who closed their laptop.
DID assignment is the hidden lever
Connect-rate doubles when a US lead gets called from a US number. Autocloz routes via the assigned DIDs: every agent has a primary DID per country, and the dialer's country_match strategy picks the matching one automatically. The voice team page is where you manage the assignment grid — bulk-assign 50 numbers to 5 agents in seconds.
Pairs well with