Active Calls
7
↑ 2 from last hour
Agents Online
8
↑ 1 since 9am
In Queue
3
↑ 1 needs attention
Avg CSAT
4.7
↑ 0.2 this week
Live Queue
3 callers waiting
María González
+52 55 1234 5678 · Support
4:23
Carlos Rivera
+52 33 9876 5432 · Billing
2:11
Ana Martínez
+52 81 5555 4444 · Sales
0:45
Active Agents
8 online right now
| Agent | Status | Calls | CSAT |
|---|---|---|---|
LP Laura Pérez Ext. 101 | On Call | 12 | 4.9 |
MR Miguel Rojas Ext. 102 | Available | 9 | 4.6 |
SL Sofía López Ext. 103 | After Call | 15 | 4.8 |
DC Diego Cruz Ext. 104 | On Call | 7 | 4.5 |
VH Valeria Hernández Ext. 105 | Break | 11 | 4.7 |
Recent Interactions
Latest completed today
| Customer | Agent | Channel | Duration | Sentiment | CSAT | Status |
|---|---|---|---|---|---|---|
| Roberto Sánchez | Laura Pérez | 📞 Voice | 4m 32s | 😊 Positive | 5.0 | Resolved |
| Isabel Torres | Miguel Rojas | 💬 Chat | 7m 18s | 😐 Neutral | 4.0 | Pending |
| Andrés Vargas | Sofía López | 📞 Voice | 2m 05s | 😔 Negative | 2.0 | Escalated |
| Fernanda Ruiz | Diego Cruz | 12m 44s | 😊 Positive | 4.5 | Resolved |
Live Queue
Waiting
3
Avg wait 2m 18s
SLA Met
87%
↓ 3% below target
Agents Available
2
Handling calls: 6
Queue
| Priority | Caller | Phone | Queue | Wait Time | Action |
|---|---|---|---|---|---|
| High | María González | +52 55 1234 5678 | Support | 4:23 | Assign |
| Med | Carlos Rivera | +52 33 9876 5432 | Billing | 2:11 | Assign |
| Low | Ana Martínez | +52 81 5555 4444 | Sales | 0:45 | Assign |
Agents
All Agents
+ Add Agent
| Agent | Status | Queue | Calls Today | AHT | CSAT | Sentiment |
|---|---|---|---|---|---|---|
LP Laura Pérez Ext. 101 | On Call | Support | 12 | 4m 12s | 4.9 | 😊 Positive |
MR Miguel Rojas Ext. 102 | Available | Billing | 9 | 5m 44s | 4.6 | 😐 Neutral |
SL Sofía López Ext. 103 | After Call | Sales | 15 | 3m 28s | 4.8 | 😊 Positive |
DC Diego Cruz Ext. 104 | On Call | Support | 7 | 6m 02s | 4.5 | 😐 Neutral |
VH Valeria Hernández Ext. 105 | Break | — | 11 | 4m 55s | 4.7 | 😊 Positive |
Interactions
All Interactions
| ID | Customer | Agent | Channel | Duration | Sentiment | CSAT | Status |
|---|---|---|---|---|---|---|---|
| #INT-001 | Roberto Sánchez | Laura Pérez | Voice | 4m 32s | 😊 | 5.0 | Resolved |
| #INT-002 | Isabel Torres | Miguel Rojas | Chat | 7m 18s | 😐 | 4.0 | Pending |
| #INT-003 | Andrés Vargas | Sofía López | Voice | 2m 05s | 😔 | 2.0 | Escalated |
| #INT-004 | Fernanda Ruiz | Diego Cruz | 12m 44s | 😊 | 4.5 | Resolved |
Tickets
Open
12
3 overdue
In Progress
8
Avg 4h resolution
Resolved Today
24
↑ 6 vs yesterday
Open Tickets
+ New Ticket
TKT-2026-0012
Customer unable to access account after password reset
UrgentLaura Pérez
TKT-2026-0011
Billing discrepancy on January invoice
HighMiguel Rojas
TKT-2026-0010
WhatsApp integration not sending confirmation messages
NormalSofía López
TKT-2026-0009
Request for service upgrade to enterprise plan
LowDiego Cruz
Analytics
Total Calls
247
↑ 12% vs last week
Resolved
89%
↑ 2% improvement
Avg Handle Time
4m
↓ 30s faster
CSAT Score
4.7
↑ 0.2 this week
Call Volume (7 days)
📊 Chart — Phase 2
CSAT Trend
📈 Chart — Phase 2
Agent Performance
4.9
4.8
4.7
4.6
4.5
CRM
Contacts
+ Add Contact
| Name | Phone | Segment | Last Contact | Churn Risk | |
|---|---|---|---|---|---|
RS Roberto Sánchez | +52 55 1234 5678 | roberto@email.com | Enterprise | Today | High |
IT Isabel Torres | +52 33 9876 5432 | isabel@email.com | SMB | Yesterday | Low |
AV Andrés Vargas | +52 81 5555 4444 | andres@email.com | Mid-Market | 2 days ago | Medium |
Settings
Helu AI
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Real-time suggestions during calls
Proactive Outreach
Auto-detect churn risks & trigger campaigns
Daily Digest
Morning summary email from Helu
Sentiment Analysis
Analyze tone in all interactions
Integrations
OpenAI GPT-4o
Helu AI core intelligence
Deepgram
Real-time transcription
WhatsApp Business
Omnichannel messaging
Asterisk PBX
VoIP call routing