ATLAS

SDR Command Center

Human-powered sales operations dashboard for managing inbound/outbound calls, agent performance, live queues, and callbacks.

1Dashboard
→
2Agents
→
3Agent Detail
→
4Live Calls
→
5Call Detail
→
6Queues
→
7Queue Detail
→
8Callbacks
→
9Callback Detail
→
10Callback Types
→
11Script Templates
→
12Routing Rules
→
13Priority Queue
→
14CB Analytics
→
15Missed Follow-Up
→
16Completion Tracking
→
17Queue by Agent
→
18Team Activity
→
19Agent Activity
→
20Callback Types
→
21Cycle Rules
→
22Agent Detail
→
23Queue Detail
→
24Voicemail
1 Dashboard & Agents
2 Calls & Queues
3 Callbacks
4 Scripts & Routing
5 Priority & Analytics
6 Missed & Completion
7 Agent Queues & Calendar
8 Team Activity
1 Command Center
2 Queues & Callbacks
3 Script Templates
4 Routing Rules
5 CB Analytics
6 CB Calendar
7 Success Report
8 Team Activity
Screen 1 — SDR Dashboard (Overview)
Dashboard Live
9:41
SDR Command Center
Live
Active Calls
7
+2 from avg
Agents Online
12
92% capacity
Avg Wait
2m 15s
+30s today
Service Level
94%
above 90% SLA
Agents
Queues
Calls
Callbacks
Agents
View All
SM
Sarah Mitchell
Available
12 calls
JR
James Rodriguez
On Call
8 calls
LK
Lisa Kim
Wrap Up
15 calls
MP
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) Live
9:41
Agents
All
Available
On Call
Wrap Up
Offline
Search agents or skills...
SM
Sarah Mitchell
Available Inbound Sales
12 calls 3 appts 2h 15m
English HVAC
JR
James Rodriguez
On Call Service Support
8 calls 1 appt 1h 42m
Spanish Plumbing
LK
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 Live
9:41
Agent Detail
SM
Sarah Mitchell
On Call
Inbound Sales
English Spanish HVAC
ACTIVE CALL
↓ Inbound
Robert Johnson
(555) 789-0123
04:23
REC
Today's Stats
12
Calls Today
8
Inbound
6m 45s
Avg Handle
2h 15m
Talk Time
3
Appointments
78%
FCR Rate
Pending Callbacks
2
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
Coaching Sessions
2 this week
Objection Handling
Mar 18 · Score: 92%
Passed
Upsell Techniques
Mar 15 · Score: 68%
Needs Work

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

useQuery(api.sdrCommandCenter.queries.getAgentDashboard)

Screen 4 — Live Calls
Active Calls Live
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 Live
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
SM
Sarah Mitchell
On Call
Disposition
Scheduled
Left Message
Not Interested
Callback
Do Not Call
Transferred
Call Notes 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 Live
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 Live
9:41
Queues
Inbound Sales
3 Waiting
3
Callers in Queue
5
Available
2
On Call
89%
SLA
English Spanish HVAC
Service Support
Active
1
Waiting
3
Available
1
On Call
95%
SLA
Plumbing Electrical
VIP Priority
Idle
All Clear
No callers waiting • 2 agents ready
2
Available
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 Live
9:41
Inbound Sales
Active
Callers Waiting
3
from 5 avg
Longest Wait
0s
no wait
Agents Available
5
83% online
SLA Target
89%
below 90%
IVR Settings
Welcome Message
Position Announcement
Wait Time Estimate
Waiting Callers
#1
David Chen
Waiting 2:15
2:15
#2
New Caller
Waiting 1:30
1:30
#3
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 Live
9:41
Callbacks
Pending
7
scheduled
Overdue
1
action needed
Success Rate
92%
+4% this week
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
SM
Sarah
UPCOMING (2)
3:15 PM
Today
Patricia Wilson
(555) 777-6543
New customer inquiry
JR
James
4:00 PM
Today
Alan Price
(555) 234-9876
Bid review for kitchen remodel
LK
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 Live
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
SM
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 Live
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.

Screen 9b — Callback Types
Callback Types Live
9:41
Callback Types
Search callback types...
Appointment Confirmation
Confirm upcoming service appointments
Active
Priority: High
SLA: 2h
Used: 45 times
Service Follow-Up
Post-service satisfaction check
Active
Priority: Medium
SLA: 24h
Used: 38 times
Estimate Request
New or revised estimate follow-up
Active
Priority: High
SLA: 4h
Used: 27 times
Complaint Resolution
Address customer complaints or issues
Priority
Priority: Urgent
SLA: 1h
Used: 12 times
Payment Follow-Up
Pending payment or billing inquiry
Active
Priority: Medium
SLA: 48h
Used: 19 times
Callback Types Configure callback categories to streamline routing. Each type has its own SLA, priority level, and script template.
5 callback types

Callback type management from callback-types/ route. Create, edit, and configure SLA per type.

app/(contractor)/sdr-command-center/callback-types/

Screen 10 — Callback Script Templates
Script Templates Live
9:41
Script Templates
Search templates...
All
Residential
Commercial
Emergency
Follow-Up
Residential Follow-Up
Residential 87% success
Last used: Mar 18, 2:30 PM
Commercial Lead
Commercial 92% success
Last used: Mar 17, 11:15 AM
Emergency Callback
Emergency 95% success
Last used: Mar 18, 9:05 AM
Warranty Check
Follow-Up 78% success
Last used: Mar 16, 4:45 PM
Pro Tip Scripts with personalized greetings have 23% higher success rates. Customize templates per customer segment.
4 templates

Script template library with category badges, success rates, and last-used timestamps.

Screen 11 — Callback Routing Rules
Routing Rules Live
9:41
Routing Rules
Priority VIP
High-value customers routed first
VIP Tag 2 agents
Round-Robin
Even distribution across agents
Default 4 agents
Skills-Based
Match by HVAC, plumbing, electrical
HVAC Plumbing 3 agents
Time-Based
After-hours to on-call agent
Disabled 1 agent
Routing Priority Rules are evaluated top to bottom. VIP rules execute first, then skills-based, then round-robin as fallback.

Routing rules with status toggles, condition badges, and assigned agent counts.

Screen 12 — Callback Priority Assignment
Priority Queue Planned
9:41
Priority Queue
HIGH PRIORITY (2)
Robert Chen
Waiting 12 min · Emergency plumbing
High
DRAG TO REASSIGN
Angela Davis
Waiting 8 min · VIP customer escalation
High
DRAG TO REASSIGN
MEDIUM PRIORITY (2)
Tom Williams
Waiting 5 min · Quote follow-up
Medium
Nancy Park
Waiting 3 min · Appointment reschedule
Medium
LOW PRIORITY (1)
Kevin Brooks
Waiting 1 min · General inquiry
Low
5 callbacks queued

Priority queue with High/Medium/Low tiers, wait times, and drag-to-reassign metaphor.

Screen 13 — Callback Analytics
CB Analytics Planned
9:41
Callback Analytics
CB Volume
142
+18%
Avg Wait
4m 12s
+45s
First-Call Res.
78%
+3%
CSAT
4.2
+0.3
Callback Volume (7 days)
Mon Tue Wed Thu Fri Sat Sun
Outcomes
Resolved
64%
Rescheduled
18%
Escalated
12%
No Answer
6%

Callback analytics with KPI stat tiles, volume chart placeholder, and outcome breakdown.

Screen 14 — Missed Call Follow-Up
Missed Follow-Up Planned
9:41
Missed Follow-Up
Pending
5
Urgent
2
Avg Wait
22m
David Martinez
Urgent
Missed 35 min ago · 2 attempts
Sarah O'Brien
Urgent
Missed 28 min ago · 1 attempt
James Liu
Normal
Missed 15 min ago · 0 attempts
Michelle Green
Normal
Missed 8 min ago · 0 attempts
Follow-Up SLA Missed calls should be returned within 15 minutes. Urgent calls that exceed 30 minutes trigger an escalation.

Missed call queue with urgency badges, attempt counts, and Call Now/Schedule/Dismiss actions.

Screen 15 — Callback Completion Tracking
Completion Tracking Planned
9:41
Completed Callbacks
Resolved
72%
Escalated
18%
No Answer
10%
All
Resolved
Escalated
No Answer
Rescheduled
Jennifer Lee
Sarah M. · 8m 22s
Resolved
Marcus Thompson
James R. · 12m 05s
Escalated
Patricia Wilson
Lisa K. · 5m 48s
Resolved
Alan Price
Sarah M. · 3 attempts
No Answer
Kevin Brooks
James R. · 4m 10s
Rescheduled
5 completed today

Completion tracking with outcome badges (Resolved/Escalated/No Answer/Rescheduled) and agent attribution.

Screen 16 — Callback Queue by Agent
Queue by Agent Planned
9:41
Queue by Agent
SM
Sarah Mitchell
Available Avg: 6m 12s
3
Queued
JR
James Rodriguez
On Call Avg: 7m 45s
2
Queued
LK
Lisa Kim
Break Avg: 5m 30s
4
Queued
MP
Mike Patel
Offline Avg: 8m 02s
0
Queued
Queue Balance Callbacks are auto-distributed based on agent availability and active routing rules. Manually reassign from the Priority Queue.
4 agents · 9 callbacks queued

Agent-level queue breakdown with status badges, queued count, and avg handle time.

Screen 17 — Team Activity Dashboard
Team Activity Live
9:41
Team Activity
Today
This Week
This Month
127
Total Calls
84
Total Texts
23
Appointments
4m 12s
Avg Handle
AGENT
CALLS ↓
TEXTS
APPTS
FCR
S. Mitchell
42
28
8
92%
J. Rodriguez
35
22
6
85%
L. Kim
28
18
5
68%
M. Patel
22
16
4
45%
Sort & Filter Tap any column header to sort agents by that metric. Use date filters to compare performance across periods.

Sortable agent table with date filter chips and summary stats. Tap any row to drill into agent detail.

Screen 18 — Agent Activity Detail
Agent Detail Live
9:41
Sarah Mitchell
SM
Sarah Mitchell
Available
Today's Performance
42
Calls
28
Texts
8
Appointments
68m
Talk Time
3m 22s
Avg Handle
92%
FCR Rate
7-Day Trend
Calls
Texts
Mon Tue Wed Thu Fri Sat Sun
Activity Timeline
Robert Chen OUT
4m 32s Appointment Set
9:42 AM
Maria Garcia IN
Thanks for the follow-up, I'm interested...
9:38 AM
David Park IN
2m 15s Callback Scheduled
9:34 AM
Amy Wilson OUT
6m 48s Appointment Set
9:25 AM
Performance Tracking The 7-day trend chart shows calls (terracotta) and texts (blue) stacked. Pull down to refresh real-time data.

Agent detail with 2x3 performance grid, 7-day stacked bar chart, and chronological activity timeline.

Screen 19 — Callback Types (Expanded)
Callback Types Live
9:41
Callback Types
4 Active Types
Today: 127 callbacks
Inbound
Customer-initiated return calls
48
today
SLA: 15 min Auto-route Priority: High
Outbound
Agent-initiated proactive calls
35
today
SLA: 2 hr Manual assign Priority: Medium
Reschedule
Missed or cancelled appointment rebooking
22
today
SLA: 4 hr Auto-route Priority: Medium
Follow-up
Post-service satisfaction and upsell
22
today
SLA: 48 hr Auto-route Priority: Low
Type Management Each callback type has its own SLA, routing rule, and priority. Tap a card to edit rules or view history.

Callback type cards with counts, SLA, and routing rules per type. Inbound/Outbound/Reschedule/Follow-up.

Screen 20 — Cycle Rules
Cycle Rules Live
9:41
Cycle Rules
5 Active Rules
All Running
Inbound Retry
Active
Retry Interval15 min
Max Attempts3
EscalationSupervisor
Outbound Cadence
Active
Retry Interval2 hr
Max Attempts5
EscalationTeam Lead
Reschedule Window
Active
Retry Interval4 hr
Max Attempts2
EscalationAuto-close
Follow-up Drip
Active
Retry Interval24 hr
Max Attempts7
EscalationManager Review
Urgent Escalation
Active
Retry Interval5 min
Max Attempts10
EscalationDirector + Alert
Cycle Rules Rules control retry intervals, max attempts, and escalation paths. Each callback type can have its own cycle.

Cycle rules list with retry interval, max attempts, and escalation path per rule. Add Rule CTA at bottom.

Screen 21 — Agent Detail (Karen S.)
Agent: Karen S. Live
9:41
Agent: Karen S.
KS
Karen Sandoval
On Call
Today's Stats
37
Calls
34%
Book Rate
4m 12s
Avg Handle
Recent Calls
Tom Richardson
3m 45s · Appointment Set
9:38 AM
Angela Morales
5m 02s · Callback Scheduled
9:31 AM
Kevin Nguyen
2m 18s · No Answer
9:22 AM
Brenda Lopez
6m 30s · Estimate Sent
9:14 AM
Agent Performance Book rate and average handle time update in real-time. Tap any call to view full transcript.

Agent detail with stats hero (calls/book rate/avg handle time) and recent calls list.

Screen 22 — Queue Detail (Inbound)
Queue: Inbound Live
9:41
Queue: Inbound
12
Waiting
3m 08s
Avg Wait
4
Agents On
Waiting Callers
Sorted by wait time
Patricia Owens
HVAC Repair · (555) 012-3456
5m 42s
waiting
Marcus Webb
Plumbing · (555) 234-5678
4m 15s
waiting
Diana Chang
Electrical · (555) 345-6789
1m 30s
waiting
James Rowe
Roofing · (555) 456-7890
0m 45s
waiting
Queue Management Callers sorted by longest wait. Tap Assign to route to an available agent. Wait times over 5 min flag amber.

Queue detail with stats, waiting callers with wait times, and per-caller Assign buttons.

Screen 23 — Voicemail Inbox
Voicemail Live
9:41
Voicemail
7 new
All (14) New (7) Urgent (2) Reviewed (5)
Robert Chen
(555) 111-2222 · 1m 24s
9:15 AM
0:38
AI Summary

Requesting callback about kitchen remodel estimate. Available after 2 PM. Mentioned budget around $15K.

Lisa Park
(555) 222-3333 · 0m 52s
9:08 AM
AI Summary

Following up on roof inspection scheduled last week. Wants to confirm time and crew size.

Mike Patel Urgent
(555) 333-4444 · 2m 10s
8:55 AM
AI Summary

Water leak emergency in basement. Needs same-day service. Already called two other companies.

Sarah Kim
(555) 444-5555 · 0m 38s
8:42 AM
AI Summary

Confirming satisfaction with last week's electrical panel upgrade. No issues reported.

Voicemail AI Every voicemail is auto-transcribed with an AI summary. Urgent messages are flagged and bubbled to the top.

Voicemail inbox with caller, duration, AI summary, timestamp, and inline playback indicator for active message.

Dashboard & Agents Live
9:41
SDR Command Center
7
Active Calls
↗ +2 from avg
12
Agents Online
92% capacity
2m 15s
Avg Wait
↑ +30s today
94%
Service Level
Above 90% SLA
Agents
SM
Sarah Mitchell
Available
JR
James Rodriguez
On Call
LK
Lisa Kim
Wrap Up
MP
Mike Patel
Offline
SM
Sarah Mitchell
Available • Queue: Inbound General
12
Calls
91%
Answer
3:12
Avg Dur
78
Lead Avg
Recent Calls
(330) 555-0147
3:42 • Positive • 10m ago
Converted
(216) 555-0891
1:15 • Neutral • 45m ago
Follow Up
Live Call Detail Live
9:41
Call Detail
2:34
SM
Sarah Mitchell
→ (330) 555-0147
Inbound
87
Lead
Positive
Sentiment
High
Urgency
Live Transcript
Caller: Hi, I’m looking for someone to do a full kitchen renovation.
Sarah: Absolutely, we do full kitchen remodels. What’s your budget?
Caller: Thinking $25K to $35K. We’d like to start in a couple weeks.
Sarah: Let me get you scheduled for a free in-home estimate this week...
kitchen renovation $25K-$35K cabinets in-home estimate
AI Analysis High-value lead. Budget aligns with typical scope. Recommend scheduling estimate immediately.
Supervisor Actions
Listen InSilent
Whisper CoachAgent-only
Barge In3-way
2:34
Queues & Queue Detail Live
9:41
Queues
Active Queues
Inbound General
3 waiting • ~45s
Busy
Outbound Storm
0 waiting • Idle
Ready
Priority
1 waiting • ~15s
Alert
Inbound General
3 callers waiting
3
In Queue
45s
Avg Wait
2
Agents
Callers
#1 (330) 555-0412 Wait: 1:23
#2 (216) 555-0738 Wait: 0:45
#3 (440) 555-0156 Wait: 0:12
Callbacks Live
9:41
Callbacks
Pending Callbacks
4 pending
Johnson Residence
Today 3:00 PM • High
Garcia Home
Tomorrow 10:00 AM • Normal
Williams Property
Tomorrow 2:00 PM • Normal
Martinez — Done
Today 1:30 PM • 4:12
Johnson Residence
Phone
(330) 555-0147
Scheduled
Today 3:00 PM
Priority
High
Notes
Kitchen renovation inquiry. Budget $25K-$35K. Wants in-home estimate this week. Previously called 2x, no answer.
Overdue CallbacksCallbacks past their scheduled time are flagged as overdue. Call the customer as soon as possible.
Call Now
Reschedule
Cancel
Script Templates & Routing Rules Live
9:41
Scripts & Routing
Script Templates
+ New
Residential Follow-Up
Residential 87% success
Commercial Lead
Commercial 92% success
Emergency Callback
Emergency 95% success
Warranty Check
Follow-Up 78% success
4 templates
Routing Rules
+ Add Rule
Priority VIP
High-value customers routed first
VIP Tag 2 agents
Round-Robin
Even distribution across agents
Default 4 agents
Skills-Based
Match by HVAC, plumbing, electrical
HVAC Plumbing 3 agents
Time-Based
After-hours to on-call agent
Disabled 1 agent
Routing Priority Rules evaluate top to bottom. VIP rules execute first, then skills-based, then round-robin as fallback.
Priority Queue & Analytics Planned
9:41
Priority & Analytics
Priority Queue
High Priority (2)
Robert Chen
Waiting 12 min · Emergency plumbing
High
Angela Davis
Waiting 8 min · VIP escalation
High
Medium Priority (2)
Tom Williams
Waiting 5 min · Quote follow-up
Medium
Nancy Park
Waiting 3 min · Reschedule
Medium
Low Priority (1)
Kevin Brooks
Waiting 1 min · General inquiry
Low
5 callbacks queued
Callback Analytics
CB Volume
142
↑ +18%
Avg Wait
4m 12s
↑ +45s
First-Call Res.
78%
↑ +3%
CSAT
4.2
↑ +0.3
Callback Volume (7 days)
Mon Tue Wed Thu Fri Sat Sun
Outcomes
Resolved
64%
Rescheduled
18%
Escalated
12%
No Answer
6%
Missed Calls & Completion Planned
9:41
Missed & Completed
Missed Call Follow-Up
5 pending
5
Pending
2
Urgent
22m
Avg Wait
David Martinez
Urgent
35 min ago · 2 attempts
Call
Sarah O'Brien
Urgent
28 min ago · 1 attempt
Call
James Liu
Normal
15 min ago · 0 attempts
Call
Michelle Green
Normal
8 min ago · 0 attempts
Call
Completed Callbacks
72%
Resolved
18%
Escalated
10%
No Answer
Jennifer Lee
Sarah M. · 8m 22s
Resolved
Marcus Thompson
James R. · 12m 05s
Escalated
Patricia Wilson
Lisa K. · 5m 48s
Resolved
Alan Price
Sarah M. · 3 attempts
No Answer
Kevin Brooks
James R. · 4m 10s
Rescheduled
5 completed today
Agent Queues & Calendar Planned
9:41
Agent Queues & Calendar
Agent Callback Queues
SM
Sarah Mitchell
Available Avg: 6m 12s
3
Queued
JR
James Rodriguez
On Call Avg: 7m 45s
2
Queued
LK
Lisa Kim
Break Avg: 5m 30s
4
Queued
MP
Mike Patel
Offline Avg: 8m 02s
0
Queued
Queue Balance Callbacks auto-distribute based on agent availability and routing rules. Reassign from Priority Queue.
4 agents · 9 callbacks queued
Weekly Calendar
Mar 17 – 21
Time
Mon
Tue
Wed
Thu
Fri
9 AM
Chen
Garcia
Wilson
10 AM
Park
Johnson
Davis
11 AM
Lee
Martinez
Brooks
1 PM
O'Brien
Price
Liu
3 PM
Williams
Green
Thompson
High Priority
Medium
Scheduled
Completed
Team Activity — List & Agent Detail
9:41
Team Activity
Today
This Week
This Month
127
Calls
84
Texts
23
Appts
4m 12s
Avg Handle
Agents
Sarah Mitchell
42 calls · 28 texts · 92% FCR
James Rodriguez
35 calls · 22 texts · 85% FCR
Lisa Kim
28 calls · 18 texts · 68% FCR
Mike Patel
22 calls · 16 texts · 45% FCR
Quick Compare Tap any agent to see their detail pane. Compare FCR rates to identify coaching opportunities.
SM
Sarah Mitchell
Available
Today's Performance
42
Calls
28
Texts
8
Appointments
68m
Talk Time
3m 22s
Avg Handle
92%
FCR Rate
7-Day Trend
Calls
Texts
Mon Tue Wed Thu Fri Sat Sun
Recent Activity
Robert Chen OUT
4m 32s · Appointment Set
9:42 AM
Maria Garcia IN
Thanks for the follow-up...
9:38 AM
David Park IN
2m 15s · Callback Scheduled
9:34 AM
Command Center Dashboard
https://app.3bids.io/contractor/sdr/command
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

SDR Command Center

Live
Active Calls
7
↑ +2 from avg
Agents Online
12
92% capacity
Avg Wait
2m 15s
↑ +30s today
Service Level
94%
Above 90% SLA
Agents
View All
SM
Sarah Mitchell
Available 12
JR
James Rodriguez
On Call 8
LK
Lisa Kim
Wrap Up 15
MP
Mike Patel
Offline 6
Active Calls
Sarah M. → (330) 555-0147
2:34 • Positive • Lead: 87
James R. → (216) 555-0893
1:12 • Neutral • Lead: 54
Lisa K. → (440) 555-0221
0:45 • Wrap Up
Queue → (234) 555-0614
Ringing • Inbound General
Call Volume (Today)
47
Total Today
+12%
vs Yesterday
Agents & Coaching
https://app.3bids.io/contractor/sdr/agents
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Agents & Coaching

Filter agents...
SM
Sarah Mitchell
Available • 12 calls
JR
James Rodriguez
On Call • 8 calls
LK
Lisa Kim
Wrap Up • 15 calls
MP
Mike Patel
Offline • 6 calls
SM
Sarah Mitchell
Available • Queue: Inbound General
Monitor
Coach
12
Calls Today
91%
Answer Rate
3:12
Avg Duration
78
Avg Lead Score
Recent Calls
(330) 555-0147 • Kitchen remodel inquiry
3:42 • Positive • Lead: 92 • 10 min ago
Converted
(216) 555-0891 • Follow-up on roof estimate
1:15 • Neutral • Lead: 61 • 45 min ago
Follow Up
(440) 555-0337 • No answer
0:00 • Missed • 1h ago
Missed
Live Call Detail
https://app.3bids.io/contractor/sdr/calls/active/c-4281
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Call Detail — Active

2:34
SM
Sarah Mitchell
→ (330) 555-0147
Inbound
87
Lead Score
Positive
Sentiment
High
Urgency
Live Transcript
Caller: Hi, I’m looking for someone to do a full kitchen renovation. Cabinets, countertops, the works.
Sarah: Absolutely, we do full kitchen remodels. What’s your budget range and timeline?
Caller: Thinking $25K to $35K. We’d like to get started in the next couple weeks.
Sarah: That’s a great range. Let me get you scheduled for a free in-home estimate this week...
kitchen renovation cabinets countertops $25K-$35K budget in-home estimate
AI Analysis High-value lead interested in full kitchen renovation. Budget aligns with typical project scope. Recommend scheduling in-home estimate immediately.
Supervisor Actions
Listen InSilent monitor
Whisper CoachAgent-only audio
Barge InJoin 3-way
TransferReassign call
Recording
2:34
Queues & Callbacks
https://app.3bids.io/contractor/sdr/queues
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Queues & Callbacks

Active Queues
Inbound General
3 in queue • ~45s avg wait • 2 agents
Busy
Outbound Storm
0 in queue • Idle • 1 agent
Ready
Priority
1 in queue • ~15s avg wait • 1 agent
Alert
Pending Callbacks
4 pending
Johnson Residence
Today 3:00 PM • Kitchen reno • High priority
Call Now
Garcia Home
Tomorrow 10:00 AM • Roof repair • Normal
Schedule
Williams Property
Tomorrow 2:00 PM • HVAC • Normal
Schedule
Martinez — Completed
Today 1:30 PM • Plumbing • 4:12 call
Done
Overdue CallbacksCallbacks past their scheduled time are flagged as overdue. Call the customer as soon as possible.
Inbound General — Queue Detail
3 callers waiting
#1 (330) 555-0412
Wait: 1:23 • New caller
#2 (216) 555-0738
Wait: 0:45 • Returning
#3 (440) 555-0156
Wait: 0:12 • New caller
Analytics & Performance
https://app.3bids.io/contractor/sdr/analytics
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Analytics & Performance

Total Calls
1,247
↑ +12% this month
Answer Rate
87%
↑ +3% from last month
Avg Duration
2:34
Target: 3:00
Conversion
34%
↑ +5% this month
Call Volume Trend
Call Outcomes
Peak Hours
Agent Leaderboard
1
LK
Lisa Kim
15 calls
2
SM
Sarah Mitchell
12 calls
3
JR
James Rodriguez
8 calls
Script Template Editor
https://app.3bids.io/contractor/sdr/callbacks/templates
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Script Templates

New Template
Search templates...
Residential Follow-Up
87% success
Commercial Lead
92% success
Emergency Callback
95% success
Warranty Check
78% success
Residential Follow-Up
Residential 87% success Last used: Mar 18, 2:30 PM
Duplicate
Save
Opening
Hi {customer_name}, this is {agent_name} from 3Bids. I’m calling to follow up on your recent inquiry about {service_type}. Do you have a few minutes?
Key Points
• Confirm service needs and timeline
• Review estimate details and pricing
• Address any questions or concerns
• Offer scheduling options
Closing
Thank you for your time, {customer_name}. I’ll send a summary to your email. Feel free to call us if you have any other questions.
Preview
“Hi Robert, this is Sarah from 3Bids. I’m calling to follow up on your recent inquiry about kitchen remodeling. Do you have a few minutes?”
Routing Rule Builder
https://app.3bids.io/contractor/sdr/callbacks/routing
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Routing Rules

New Rule
Priority VIP
High-value customers routed to senior agents first
VIP Tag 2 agents Active
Round-Robin
Even distribution across all available agents
Default 4 agents
Skills-Based
Match by trade specialty (HVAC, plumbing, etc.)
HVAC Plumbing 3 agents
Time-Based
After-hours routing to on-call agent
Priority VIP — Rule Builder
Conditions (IF)
Customer Tag equals VIP
Lifetime Value greater than $5,000
Actions (THEN)
Route To Sarah Mitchell, James Rodriguez
Priority High — move to front of queue
Callback Analytics
https://app.3bids.io/contractor/sdr/callbacks/analytics
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Callback Analytics

Last 7 Days
30 Days
Custom
CB Volume
142
↑ +18% vs last week
Avg Wait Time
4m 12s
↑ +45s vs target
First-Call Res.
78%
↑ +3% improvement
CSAT Score
4.2/5
↑ +0.3 this week
Callback Volume Over Time
Outcome Distribution
Resolution Rate by Hour
Callback Calendar
https://app.3bids.io/contractor/sdr/callbacks/calendar
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Callback Calendar

Mar 17 — Mar 21, 2026
Mon 17
Tue 18
Wed 19
Thu 20
Fri 21
9:00
Chen
SM
Williams
JR
10:00
Garcia
LK
Davis
SM
Park
JR
11:00
Brooks
LK
Martinez
SM
1:00
Thompson
SM
Wilson
LK
2:00
Johnson
JR
Price
SM
3:00
Lee
SM
O'Brien
JR
High Priority
Medium
Low
Success Rate Report
https://app.3bids.io/contractor/sdr/callbacks/reports/success
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Analytics ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor

Success Rate Report

Filters
Export CSV
142
Total Callbacks
84%
Overall Success
5m 34s
Avg Duration
4.3/5
Avg CSAT
Agent
Callbacks
Resolved
Rate %
Avg Duration
CSAT
SM
Sarah Mitchell
48
42
88%
5m 12s
4.5
JR
James Rodriguez
38
31
82%
6m 05s
4.2
LK
Lisa Kim
42
36
86%
4m 48s
4.4
MP
Mike Patel
14
10
71%
7m 22s
3.8
Team Activity Dashboard
https://app.3bids.io/contractor/sdr/team-activity
3BidsSDR Command
Command
Dashboard ⌘1
Agents ⌘2
Live Calls ⌘3
Operations
Queues ⌘4
Callbacks ⌘5
Team Activity ⌘6
Settings ⌘,
MK
Mike Kowalski
Contractor
Team Activity
Today
This Week
This Month
127
Total Calls
84
Total Texts
23
Appointments
4m 12s
Avg Handle
Agent
Status
Calls ↓
Texts
Appts
Talk Time
Avg Handle
FCR
SM
Sarah Mitchell
Available
42
28
8
68m
3m 22s
92%
JR
James Rodriguez
On Call
35
22
6
52m
4m 15s
85%
LK
Lisa Kim
Wrap Up
28
18
5
41m
5m 08s
68%
MP
Mike Patel
Offline
22
16
4
34m
6m 45s
45%
Manager Insights Click any agent row to drill into their individual performance. Sort by any column header to rank your team by calls, texts, appointments, or FCR rate.

Data Architecture

Schema tables, queries, mutations, and source files powering the SDR Command Center.

Source Files

index.tsx
SDR Dashboard — KPIs, active calls, agent grid, queue summary
screen
agents/index.tsx
Agent List — status filters, skills, performance metrics
screen
agents/[id].tsx
Agent Detail — active call, coaching controls, stats breakdown
screen
calls/index.tsx
Call Log — live calls, direction filters, status tabs
screen
calls/[id].tsx
Call Detail — timeline, disposition, transfer, recording
screen
queues/index.tsx
Queue List — real-time metrics, SLA, skill tags
screen
queues/[id].tsx
Queue Detail — IVR config, callers, routing rules
screen
callbacks/index.tsx
Callbacks List — scheduled, overdue, completed filters
screen
callbacks/[id].tsx
Callback Detail — contact info, history, reschedule options
screen
callback-types/
Callback type configuration — categories and scheduling rules
screen
cycle-rules/
Cycle rule management — call rotation and escalation logic
screen

Convex Queries

listAgents
Agent list with status, skills, and performance metrics. Supports status filters.
query
getAgent
Single agent with active call, coaching state, and detailed stats.
query
listQueues
Queue list with real-time metrics, SLA percentage, and caller counts.
query
getQueue
Single queue with IVR config, assigned agents, and active callers.
query
listCallbacks
Callbacks with status filter (scheduled/overdue/completed). Includes contact info.
query
getCallback
Single callback with contact details, agent assignment, and call history.
query
getLiveCalls
All active calls (in_progress, ringing, queued) with direction and duration.
query

Convex Mutations

createCallback
Schedule a new callback. Links contact, assigns agent, sets time window.
mutation
updateCallbackStatus
Transition callback status (scheduled → completed/cancelled). Records outcome.
mutation
createDisposition
Save call disposition with category, notes, and follow-up action.
mutation
startCoaching
Initiate coaching session — listen, whisper, or barge into active call.
mutation
updateAgentStatus
Toggle agent availability (available/offline/break). Updates real-time roster.
mutation

Schema — sdrCommandCenter.ts

agents
Agent records with status, skills array, performance metrics, and coaching state.
schema
queues
Call queues with IVR config, routing rules, SLA thresholds, and assigned agents.
schema
liveCalls
Active call records with direction, status, duration, caller info, and agent assignment.
schema
dispositions
Call outcome categories with notes, follow-up actions, and linked contact.
schema
callbacks
Scheduled callbacks with contact ref, time window, agent, and completion status.
schema
coaching
Coaching sessions with mode (listen/whisper/barge), call ref, and supervisor.
schema
metrics
Aggregated performance metrics — avg wait, service level, call volume by period.
schema

Key Design Decisions

Contractor Palette
Terracotta accent throughout, IconCircle styles B/D/F/G + semantic J/K/L
Live Status Indicators
Pulsing green dots for active agents, real-time call count badges
Coaching Controls
Listen/Whisper/Barge buttons with escalation color progression
Call Timeline
Vertical timeline with colored dots for call events and disposition outcomes