Send each call to the team that handles it
A desk is a group of your people with its own routing, hours, numbers and supervisors. Hand-overs and calls to its numbers ring only its Available members, so sales calls reach sales and collections calls reach collections.
From Professional- Sales desk
- Collections desk
- Next free person
One big pool of people works until it does not
The wrong person picks up
A collections question lands on a new sales hire, who passes it around while the caller waits.
Your hours are not one set of hours
One team stops at six and another runs late. A single rule rings someone who has gone home.
Supervisors see everything or nothing
A team lead should watch their own team's calls. Giving them the whole account is more than they need.
Setting one up
Make the desk
Name it, add its members and supervisors, and set its hours and routing on the Desks tab of Team Members.
Point calls at it
Add an "A desk" step to an agent's or team's hand-over list, or give the desk a number. Making a desk on its own changes no call.
Calls ring its free people
Only members who are Available in the Workspace are rung, in the desk's routing, inside its hours.
Nobody there?
Outside hours a hand-over step is skipped. A call to the desk's number goes to its fallback AI, which leaves one callback for the desk.
The floor, desk by desk
Who is free, who is on a call and who is on a break, for each desk.
- A desk filter runs through Call Logs, the Call Detail Report and Analytics.
- A desk's numbers are the calls on its numbers or handed over through it.
- A desk supervisor can listen, whisper and join only on their desks' calls.
For your desk
Each desk has its own
Routing
Longest idle, round robin, or ring all, where the first to answer takes it.
Hours
Its own windows by day, in India time.
Queue time and language
How long a call may wait for the desk, and the language it works in.
Numbers
A desk can hold several numbers, inbound and outbound. Members without their own number call out from them.
Supervisors
They see their desks' calls, grades and practice. They are rung only if they are also members.
Callbacks
A callback left for the desk shows for everyone on it until someone presses Take.
Who it helps
Operations heads
Calls that reach the team that owns them, with one place to set hours and routing.
Team leads
Their own desk's floor, calls and grades, without the whole account.
Telecallers
Only the calls their desk is meant to take.
Which plan has it, and what it costs
| Plan | Starter₹999 a month | Growth₹2,999 a month | Professional₹7,999 a month | Enterprise₹28,000 a month |
|---|---|---|---|---|
| Desks in hand-overs, with the staff Workspace | Not included | Not included | Included | Included |
| Staff on the call floor | Not included | Not included | Up to 25 people | Unlimited |
What it costs
- A desk itself costs nothing. Its calls are billed like any other.
- ₹1.5 a minute. A person's minutes on a call, at the staff-call rate.
- ₹600 a month. Rent for each number beyond your plan's allowance, whoever holds it.
A desk rings people on the staff Workspace, which is not on the free trial.
See every plan and rateWatch out for this
Making a desk changes no call until a hand-over step or a number points at it. A desk that holds a number cannot be deleted until the number is given to someone else.
It works with these
Desks: questions
Does a person have to be on only one desk?
What is the difference between a member and a supervisor?
What happens outside a desk's hours?
How many can ring all ring at once?
Put each call on the right desk.
Ask our team to walk you through a floor set up the way yours works.