Overview of Telephony and Call Center

Let’s Talk’s Telephony and Call Center features make it easy to manage and route calls, whether you’re a single agent or part of a larger support team. From basic phone handling and IVR menus to detailed dashboards and queue management tools, this guide walks you through everything you need to set up, manage, and monitor your call center effectively.

Basic Telephony

Let’s Talk’s Telephony feature allows teams to handle incoming and outgoing calls directly within the platform. With support for live agents, call queues, and seamless routing, it’s designed to help districts manage phone conversations just as easily as other customer interactions—keeping everything organized in one place.

• Handle calls through live agents through phone numbers and queues
• Text-to-Dialogue Handling
• Basic data available via the Overview Dashboard
• Only routes directly to Call Center/Agent

Call Center

Let's Talk Call Center incorporates the functionality of the Call Center, and the additional following features:

• Round-Robin Agent Queues (Calls assigned based on order of agents so calls are distributed evenly and no one is taking too many calls while other agents are available)
• IVR Routing
• Call Center Dashboard
  • More detailed data
  • Ability for supervisors to:
    • Manage the queue
    • Change agent statuses
    • Listen to or barge into calls
    • Business Hour Routing

Features Available in Call Center

Phone numbers, IVRs, and queues work together to setting up an efficient call flow. This section breaks down how calls are routed through menus, assigned to the right queues, and ultimately connected to the right agents—so every caller gets to the right place, quickly and smoothly.

• Phone Numbers - Phone numbers can be assigned to departments/campuses to direct calls to their desired destination
• Queues - A virtual phone line that holds incoming calls until an available agent can answer them. Calls are typically answered in the order they arrive/round robin to manage high call volumes and ensure callers are connected to the right team or department.
• Interactive Voice Response (IVR) - Also known as a "phone/call tree" or "phone menu" this allows districts to route calls to multiple queues to facilitate phone call going to different menus. In addition, an IVR provides the following benefits:
  • Each queue has its own topics and agents assigned to it
  • IVRs can route to other IVRs or queues

IVR (Interactive Voice Response) Functionalities

An IVR (Interactive Voice Response) allows you to guide callers through a phone menu and direct them to the right queue or information. This section walks you through creating greetings, setting up key-based routing, handling errors, and assigning your IVR to incoming calls—so your phone system works the way your team needs it to.

IVR Greetings:

Let's Talk allows you to select a key and what each key will do. For example, key 1 will route to a queue or another IVR, then define an action from there (which topic they’d be routed to). If the customer is routed to another IVR menu then they’ll need to define further actions from there.

Error Settings:

This defines what happens if a customer does not select a key within a certain time frame. For example, in 30 seconds of no action a customer will hear the IVR menu again.

Assign IVR:

Once an IVR menu is created you would need to select how callers enter the IVR by selecting IVR Menu for Call Routing, then select the IVR menu you want the customer to receive.

Report Dashboard and Queue Management

The Report Dashboard and Queue Management tools give you real-time insights into call activity and agent performance. This section covers how to monitor key metrics, manage call queues, track agent statuses, and ensure your team is providing timely, effective support. 

Report Dashboard

Our report dashboard can provide the following insights and data:

• Call Volume
• Agents Calls
• Customer Satisfaction scores (CSAT)
• Call length
• Average Call time
• How many calls completed per day/week
• How much time spent on calls (“Talk Time”)

Additional features can be found in this dashboard as well!

Queue Management

Queue Management lets you control how calls are distributed and handled in real time. From adjusting agent order to monitoring live calls and managing agent statuses, this section covers the tools you need to keep your call flow running smoothly and efficiently.

• Calls in Queue
• Agent activity and statuses
• Listen to call/barge into call
• Change order of call
• Change order of agent to receive calls
• Change agent status

Call Center Dashboard

Overview

Dashboard can be found under Dashboard > Call Center in Let’s Talk. This dashboard has a time frame menu that all data is based on (ex. Last 30 days). This gives you a high level overview of the activity for your call center.

• Metrics Displayed in Call Center Dashboard
• The dashboard the following data:
• Customer Satisfaction (CSAT)
• Calls Completed
• Call Metrics (average call time, calls resolved)
• Call Details (types of calls)
  • Voicemails
  • Abandoned
  • Internal Transfer
  • External Transfer
  • OCC
  • Outbound
• Most Calls Received by Agent
• Live Data
  • Calls Waiting
  • Live Calls
• Agents Available

Individual Dashboards

Within the Call Center Report you have several individual dashboards that allow you to dig deeper into performance and insights to the calls you are receiving and how they are being handled. All dashboards have the capability to be Saved, Shared, and Downloaded.

Customer Satisfaction (CSAT)

• Call scores based on time frame. Dashboard can display CSAT scores for calls based on the following time frames:
  • Current Day
  • Week
  • Month
  • Year to Date
• This dashboard can also feature CSAT by agent

Dashboard displays detailed call metrics for the entire Call Center. Useful for providing insights at a broader scope:

Metrics displayed in dashboard include:

• Total talk time
• Average wait time
• Average call time
• Average customer satisfaction score
• Hourly and Weekly call volume based on type of call

Call Details

Dashboard displays detailed metrics for individual calls. Useful for drilling down and providing insights for individual calls, days, etc.

Metrics displayed in this dashboard include:

• Date and Time of call
• Customer information
• Agent that handled the call
• Result of call (Handled or Abandoned)
• Call direction (inbound or outbound call)

Other useful features of this dashboard:

Filters - Allow for viewing calls by the following criteria:

• Agent
• Direction
• Result
• Queue

Search Bar - Allows you to search for calls by name or phone number

Agent Status Report - Dashboard allows you to view data on when an agent’s status was changed.

You can view the following data in this dashboard including the following:

• Date
• Time
• Agent Name
• Status changed too
• Status changed by (agent, system or admin)
• Changed by Agent: Agent logged in/out and changed status
• Changed by System: Agent closed browser, logged out of Let’s Talk
• Changed by Admin: System administrator changed agent status

Queue Management

Queue Management lets you control how calls are distributed and handled in real time. From adjusting agent order to monitoring live calls and managing agent statuses, this section covers the tools you need to keep your call flow running smoothly and efficiently. You can perform the following actions in Queue Management:

• Assigning Agents to specific queues
• Viewing types of phone calls (Inbound or Outbound)
• Modifying agent’s status
• Updating order in which agents receive calls
• Listening and Barging on calls
• Overseeing queue activity including calls in queue and live calls.

*Note: Listening allows you to hear a call in real time between customer and agent. Barging allows you to join the call between agent and customer.