SDR Command Center

Screen 1 — SDR Dashboard (Overview)

Dashboard

9:41

SDR Command Center

Live

Active Calls

+2 from avg

Agents Online

92% capacity

Avg Wait

2m 15s

+30s today

Service Level

94%

above 90% SLA

Agents

Queues

Calls

Callbacks

Agents

View All

Sarah Mitchell

Available

12 calls

James Rodriguez

On Call

8 calls

Lisa Kim

Wrap Up

15 calls

Mike Patel

Offline

6 calls

V2 redesign: colored stat tiles, rounded tab bar with icons, agent list preview card.

useQuery(api.sdrCommandCenter.queries.listAgents)

Screen 2 — Agents List

Agents (Filtered)

9:41

Agents

All

Available

On Call

Wrap Up

Offline

Search agents or skills...

Sarah Mitchell

Available Inbound Sales

12 calls 3 appts 2h 15m

English HVAC

James Rodriguez

On Call Service Support

8 calls 1 appt 1h 42m

Spanish Plumbing

Lisa Kim

Wrap Up

15 calls 5 appts 3h 05m

English Electrical

3 agents

V2: ChipGroup + SearchBar with skill tags and queue assignment per agent.

useQuery(api.sdrCommandCenter.queries.listAgents)

Screen 3 — Agent Detail & Coaching

Agent Detail

9:41

Agent Detail

Sarah Mitchell

On Call

Inbound Sales

English Spanish HVAC

ACTIVE CALL

↓ Inbound

Robert Johnson

(555) 789-0123

04:23

REC

Today's Stats

Calls Today

Inbound

6m 45s

Avg Handle

2h 15m

Talk Time

Appointments

78%

FCR Rate

Pending Callbacks

2:30 PM

Today

Jennifer Lee

(555) 555-0199

Follow-up on quote

1:00 PM

Today

Overdue

Marcus Thompson

(555) 888-4321

Reschedule HVAC install

V2: Coaching controls (Listen/Whisper/Barge), 2x3 stats grid, pending callbacks.

useQuery(api.sdrCommandCenter.queries.getAgentDashboard)

Screen 4 — Live Calls

Active Calls

9:41

Live Calls

Active

Ringing

In Progress

On Hold

Completed

ACTIVE (2)

↓ Inbound

Robert Johnson

(555) 789-0123 · Inbound Sales

12:34

Sarah M.

↑ Outbound

Maria Garcia

(555) 456-7890

3:47

James R.

RINGING (1)

↓ Inbound

New Caller

(555) 111-9999

Ringing

IN QUEUE (1)

↓ Inbound

David Chen

(555) 234-5678

Waiting 2:15

4 calls

V2: ChipGroup filter with grouped sections and colored status dots.

useQuery(api.sdrCommandCenter.queries.getActiveCalls)

Screen 5 — Call Detail & Disposition

Active Call

9:41

Call Detail

Robert Johnson

(555) 789-0123

In Progress

12:34

REC

Timeline

Call received

Mar 7, 2:15 PM

Entered queue

Mar 7, 2:15 PM

Call answered

Active now

Sarah Mitchell

On Call

Disposition

Scheduled

Left Message

Not Interested

Callback

Do Not Call

Transferred

Customer needs carpet cleaning for 3-bedroom home. Scheduled for Thursday 10 AM.

V2: IconCircle hero, CallTimeline, agent info card, DispositionSelector grid.

useQuery(api.sdrCommandCenter.queries.getLiveCallWithDetails)

Completed Call

9:41

Call Detail

Emily Watson

(555) 111-2222

Completed

14:22

Timeline

Call received

Mar 7, 1:45 PM

Call answered

Mar 7, 1:45 PM (+3s)

Call completed

Mar 7, 1:59 PM

Disposition

Scheduled

Carpet cleaning for 3BR + LR. Thursday 10 AM confirmed.

A supervisor listened to this call

Contact

Name Emily Watson

Email emily@example.com

Phone (555) 111-2222

Completed call with full timeline, saved disposition, coaching indicator, and contact info.

Screen 6 — Queues Overview

Queues

9:41

Queues

Inbound Sales

Active

Waiting

Available

On Call

89%

SLA

English Spanish HVAC

Service Support

Active

Waiting

Available

On Call

95%

SLA

Plumbing Electrical

VIP Priority

Idle

Waiting

Available

On Call

100%

SLA

All Services Priority

Queue list with real-time stats (waiting, available, on call), SLA, and skill tags.

useQuery(api.sdrCommandCenter.queries.listQueues)

Screen 7 — Queue Detail & IVR Settings

Queue Detail

9:41

Inbound Sales

Active

Callers Waiting

Longest Wait

Agents Available

89%

SLA Target

IVR Settings

Welcome Message

Position Announcement

Wait Time Estimate

Waiting Callers

David Chen

Waiting 2:15

2:15

New Caller

Waiting 1:30

1:30

Smith Plumbing

Waiting 0:45

0:45

Overflow Routing When all agents are busy and the queue is full, calls can be forwarded to an overflow number or voicemail. Configure this in queue settings.

V2: Queue stats, IVR toggle switches, waiting callers with position, overflow tip card.

useQuery(api.sdrCommandCenter.queries.getQueueWithStats)

Screen 8 — Callbacks Management

Callbacks

9:41

Callbacks

Pending

Overdue

92%

Overall Success

Pending

In Progress

Completed

No Answer

All

OVERDUE (1)

1:00 PM

Today

Overdue

Marcus Thompson

(555) 888-4321

Reschedule HVAC install

DUE SOON (1)

2:30 PM

Today

In 45 min

Jennifer Lee

(555) 555-0199

Follow-up on quote

Sarah

UPCOMING (2)

3:15 PM

Today

Patricia Wilson

(555) 777-6543

New customer inquiry

James

4:00 PM

Today

Alan Price

(555) 234-9876

Bid review for kitchen remodel

Lisa

4 callbacks

V2: Grouped callbacks (overdue/due soon/upcoming) with stats summary and ChipGroup filter.

useQuery(api.sdrCommandCenter.queries.listCallbacks)

Screen 9 — Callback Detail

Pending Callback

9:41

Callback Detail

Marcus Thompson

(555) 888-4321

Overdue

Scheduled For

Today, 1:00 PM (Overdue)

Reason

Reschedule HVAC install — customer requested afternoon slot due to work schedule.

Assigned Agent

Sarah Mitchell

Available

Call History

Original call

Mar 7, 11:30 AM · 6m 12s

Callback scheduled

Mar 7, 11:36 AM

Overdue Callbacks Callbacks that are past their scheduled time are flagged as overdue. Call the customer as soon as possible to maintain satisfaction.

Callback detail with contact hero, scheduled time, reason, assigned agent, and call history.

useQuery(api.sdrCommandCenter.queries.getCallback)

Completed Callback

9:41

Callback Detail

Jennifer Lee

(555) 555-0199

Completed

Completed At

Today, 2:35 PM

Reason

Follow-up on quote — customer wanted clarification on pricing for bathroom remodel.

Outcome

Appointment Scheduled

Customer confirmed appointment for Friday 3/14 at 10 AM. Bathroom remodel estimate approved, proceeding with booking.

Call History

Original call

Mar 7, 10:15 AM · 4m 30s

Callback scheduled

Mar 7, 10:20 AM

Callback completed

Mar 7, 2:35 PM · 8m 22s

Completed callback with outcome card, full call history timeline, and disposition result.

Data Architecture

Backend Queries

listAgents Agent list with status, skills, metrics
getAgentDashboard Agent detail + active call + stats
getActiveCalls All active calls (in_progress, ringing, queued)
listLiveCalls Filtered call list by status
getLiveCallWithDetails Call + timeline + disposition + agent
listQueues Queue list with real-time metrics
getQueueWithStats Queue detail + IVR + callers
listCallbacks Callbacks with status filter
getCallback Single callback with contact + history
listDispositions Disposition categories
getTeamPerformanceToday Avg wait, service level

Backend Mutations

setCallDisposition Save disposition + notes
updateQueue IVR settings and routing config
updateAgentStatus Toggle available/offline
createCallback Schedule new callback
updateCallback Reschedule or complete
transferCall Move call between agents/queues

Screens (12 files)

index.tsx Dashboard (365 lines)
agents/index.tsx Agent list (190 lines)
agents/[id].tsx Agent detail (409 lines)
calls/index.tsx Call log (272 lines)
calls/[id].tsx Call detail (508 lines)
queues/index.tsx Queue list (113 lines)
queues/[id].tsx Queue detail (430 lines)
callbacks/index.tsx Callbacks (341 lines)
callbacks/[id].tsx Callback detail (280 lines)

Components (V2 New)

CallTimeline Vertical timeline with colored dots
CoachingControls Listen / Whisper / Barge buttons
DispositionSelector 2-column category grid
AgentCard Avatar, name, status, skills, stats
LiveCallCard Direction accent, status dot, caller
QueueStatsCard Queue metrics, SLA, skill tags
CallbackCard Time, contact, agent, overdue flag
AgentStatusBadge Status-colored badge component

SDR Command Center

Queues & Callbacks