The Call Center view is designed for one mission: confirm COD orders by phone, as efficiently as possible. No more juggling between the orders screen and the phone — everything is here, in a single tool designed for your agents.Documentation Index
Fetch the complete documentation index at: https://help.sendocki.io/llms.txt
Use this file to discover all available pages before exploring further.
Why use the Call Center view?
One order at a time, zero distraction
Your agent sees a single order on screen with all the necessary info. No table, no filters, no choices to make — total focus on the current call.
Automatic call queue
When the agent finishes an order, the next one appears automatically. No need to search for what to handle next.
Complete customer history
The agent instantly sees the customer’s past orders, preferences, past deliveries. Relevant conversation from the first word.
Integrated call form
Quick entry of the call result (confirmed / postponed / refused / unreachable) with optional note. The order moves forward in the pipeline in one click.
Audio call recording
Record each call directly from your browser. Agent coaching, customer dispute resolution, business compliance — everything is archived and listenable from history.
How it works concretely
The agent opens the Call Center view
From the Orders page, they switch to the “Call Center” view (visible only for authorized roles: Confirmation Agent, Manager, Owner)
An order is automatically assigned
Sendocki selects the next order to confirm in the queue and “locks” it for this agent. No risk that another agent calls the same customer at the same time.
The agent sees everything they need to know
- Customer details (phone displayed for direct call)
- Items ordered and amount
- Delivery address
- History of this customer’s past orders
- Previous call attempts on this order (and their result)
The agent makes the call
They click the number to launch the call from their phone (native
tel: link) or use their usual telephony toolThe agent enters the result
- Confirmed → the order moves to the next pipeline stage
- Postponed → the agent notes when to recall (the order automatically returns to the queue at the planned date)
- Refused → the order moves to “Cancelled” with the reason
- Unreachable → the order returns to the queue after a delay for retry
No duplicates — never two agents on the same order
When an agent opens an order in the Call Center, it is locked for them while they work on it. Other agents see the next orders in the queue, never the same one.If an agent leaves the view or closes their browser without finishing, the order is automatically released after a few minutes so another can take it.
Record calls (optional but powerful)
Sendocki allows you to record the audio of every call made by the agent, directly from their browser. This feature is a game-changer for steering your call center team.Why record?
Coach your agents
Replay the best calls to identify techniques that work. Train new agents with real examples rather than theory.
Resolve customer disputes
A customer disputes what was said? Replay the call. No more “word against word” — you have the audio proof in hand.
Improve your script
Spot recurring customer objections and adapt your pitch. Your confirmation rates soar.
Tracing and compliance
For merchants who need an audio history (insurance, large volumes, regulated sectors), everything is archived and accessible.
How it works for the agent
The agent authorizes microphone access (once)
On first use, the browser requests authorization. It’s an authorization per device, not to be re-asked at every call.
The agent launches recording before or during the call
A dedicated button in the call form. Recording runs in the background while the agent talks to the customer.
The agent stops recording and submits the form
The audio is automatically attached to the call attempt. No file to upload manually, no extra manipulation.
What if the microphone is not authorized?
If the agent refuses microphone access (or if their device has none), the feature disables gracefully: they can still enter the call result and the text note, simply without audio attached. No workflow blocker.Legal best practice — inform the customer
Call attempts history
For each order, the complete history is tracked:- 📞 Who called (agent name)
- 🕐 When the call was made
- ✅ The result (confirmed, postponed, refused, unreachable)
- 📝 The agent’s note (e.g. “Customer requests delivery after 6 PM”, “Customer refuses, wrong size”)
- 🎙️ The audio recording of the call (if enabled) — duration displayed + integrated player to replay
Why this view changes the daily life of a COD call center
| Without Call Center | With Call Center |
|---|---|
| The agent opens a table, picks an order, reads it, calls, saves, starts again | An order appears automatically, the agent calls, enters the result, next one appears |
| 2 agents can call the same customer (collision) | Automatic lock = never any duplicate |
| No memory of past attempts (note in the order, forgettable) | Structured history visible in every record |
| Hard to measure productivity agent by agent | Auto tracking: number of calls per agent, confirmation rate, average duration |
Who can access this view?
The Call Center view is reserved for roles that need it:- ✅ Owner — full access
- ✅ Manager — can supervise and call
- ✅ Confirmation Agent — dedicated access (it’s their main workstation)
- ❌ Delivery Agent — no access (their role is elsewhere)
- ❌ Other custom roles — depending on configured permissions
Tips for getting started well with your call center team
How many agents for how many orders?
How many agents for how many orders?
On average, one confirmation agent can process ~30-50 orders per hour with the Call Center view (depending on customer file quality and reachability rate). For a store receiving 500 orders/day, 2-3 agents in parallel are enough.
How to train a new agent?
How to train a new agent?
The interface is designed to be mastered in 10 minutes. No long training required. Have them visualize the view, explain the workflow (focus → call → result → next), and let the agent process a few orders under supervision before letting them autonomous.
How to measure my team's performance?
How to measure my team's performance?
The Analytics dashboard displays statistics per agent: number of calls, confirmation rate, unreachable rate, average duration between attempts. You identify your best performers and those to train.
What if a customer asks to speak with another agent?
What if a customer asks to speak with another agent?
The agent can release the order from their screen. It immediately returns to the queue and another agent can take it.
When to use Call Center view rather than another?
✅ Use Call Center view if you want to...
✅ Use Call Center view if you want to...
- Maximize the number of orders confirmed per hour per agent
- Eliminate call duplicates
- Keep a structured and exploitable history of attempts
- Give your agents a dedicated and efficient workstation
❌ Prefer another view if you want to...
❌ Prefer another view if you want to...
- Steer your activity globally: use the Table view
- Move forward already-confirmed orders (preparation, shipping): use the Kanban view
- See confirmed orders in bulk: use the Table view with status filter
What’s next?
Kanban view
For the visual view with drag and drop
Table view
For the detailed list with filters and sorting