The supervisor sees nothing live
They learn about the queue when it is already too late. Without a real-time panel they cannot move agents or open a backup queue.
A service operation is run on data, not impressions.
Industries
In a contact center everything is measured: how long the customer waited, who answered, what happened next. TelHarbor provides queues, the supervisor panel, CRM, Help Desk and reports in one platform, with agents in the office or at home.
What usually breaks in a service operation
As volume grows, the same things break every time.
The numbers never match
Each system counts differently. Discussing service level with a client without a shared report means losing the meeting.
The remote agent is a black box
Nobody knows whether they are connected, on a break or on a call, or what network they work from.
How it is built with TelHarbor
Everything a service operation needs, without stitching three vendors together.
- Queues with skills, priority and overflow, plus hold announcements and schedules per campaign.
- Live Operator Panel: who is on a call, on a break or free, with transfer and parked calls.
- Reports per agent, queue, DID and hour: answered, missed, waiting time, occupancy and performance.
- Call recording and a satisfaction survey on the same channel the case was handled.
- CRM and Help Desk included in the Enterprise plan, with the customer record and full history.
- Remote work over VPN: without an active tunnel there is no softphone, chat or remote desktop.
1. Queues
2. Agents
3. Panel
4. CRM
5. Recording
6. Reports
How it is used today
Operations running several phone systems use the same queue and agent reports from one portal: the supervisor sees live status, and answered, missed and timing reports come from the phone system events instead of being assembled by hand. The largest one handles 26,500 calls a month across 22 queues with 67 agents, at a 12-second average wait.
FAQ
Frequently asked questions
How many agents does it support?
The platform is sized by user licenses. The Enterprise plan includes the Operator Panel, CRM and Help Desk for 24 users, and from there you add per operator or per agent.
Can supervisors watch in real time?
Yes. The Operator Panel shows agents, queues and live calls, and allows transferring or picking up a parked call.
Can reports be exported?
Yes. Reports are available in the portal and export to CSV so you can combine them with your own indicators.
Does it work for several brands or clients?
Yes. Each campaign can have its own number, menu, queues and reports, with per-queue permissions so each supervisor sees only their own.
Rather see it working?
Book a 30-minute demo with your own case on the table.
See our plans and pricing.
Phone system, Contact Center, WhatsApp, SMS and API, with prices published in US dollars.