Contact center
Route every booking request, status question and complaint to the right agent, and give supervisors a live view of the queue. The agent inbox for website chat is in beta; voice queues are on the roadmap.
| Customer | Channel | Wait | State |
|---|---|---|---|
| Booking enquiry | Voice | 1:52 | Waiting |
| LR 5520 status | Web chat | 0:48 | With Sana |
| Rate quote | 0:21 | Waiting | |
| Damage claim | Voice | 0:05 | Callback |
Planned capabilities
Website chats in one shared inbox, with assign, reply and close.
Callers wait in a queue and reach the next free agent.
Send Hindi speakers, key accounts or claims to the right people.
Let callers hang up and keep their place in line.
Live queue length, wait times and agent states.
Coach agents on live calls when it matters.
Design concept
This is how we plan to show waiting customers, channels and agent states. It is a concept for feedback, not a live screen.
Honest status
We label every capability so you know exactly what you can use now.
| Capability | Status |
|---|---|
| Agent inbox for website chat | Beta |
| Call queues, skills routing, callbacks, outbound dialer | RoadmapNeeds a phone-number or messaging provider plan |
| Supervisor dashboards, listen / whisper / barge, quality scoring, workforce planning | Roadmap |
| Auto-attendant (IVR), call queues, voicemail, forwarding | RoadmapNeeds a phone-number or messaging provider plan |
| AI receptionist and voice agent on phone calls | RoadmapNeeds a phone-number or messaging provider plan |
Early access
Tell us about your team and we will invite you as soon as this is ready to try. We use your answers to decide what to build first.
We will email you when early access opens. Thank you for helping shape GT Connect.
Start free with team calls, video and screen share today. Talk to us about numbers, chat and contact center plans.
