How to Use the Agent Control Center

What the Control Center Is

The Control Center is the in-browser workspace an agent uses
to take and place calls inside TrackDrive. From a single
page the agent can answer inbound calls, place manual
outbound calls, transfer the consumer, schedule a
callback, dispose the call, and switch their own
availability status.

Open the Control Center from the left sidebar under
Agent Home -> Control Center, or navigate directly to
/agent_widgets/current. A manager viewing another agent's
session uses /agent_widgets/:collaborator_id/by_collaborator
and a buyer-scoped view is available at
/agent_widgets/:buyer_id/by_buyer.

Becoming an Agent

Any team member can act as an agent once their team
member record has the softphone enabled. To create new agents in
bulk, the Setup System -> Agents & Softphones workflow exposes an
inline grid with a CSV uploader (the New Agent button
opens /agents/new). The same grid is reused as the
Schedule Agents picker on individual schedules.

Changing Status

The Change Status dropdown at the top of the Control
Center sets the agent's current status. The available
statuses are configured per company; common defaults
include Available, On Break, Lunch,
Training, After Call Work, Meeting, Parked,
and Outbound Only. Changing status starts a new
time-tracking entry, which is how TrackDrive tracks how
much time the agent spends in each state.

Agents can review their own time at
Agent Home -> Agent Time (/agent_timestamps), and
managers can pull the same view scoped to any
collaborator.

Receiving Calls

Click Open TD Phone to launch the softphone in a
browser tab; the softphone registers the agent with
TrackDrive's telephony layer so calls can ring through.
The Leads counter next to the softphone link shows how
many leads are queued for the agent in the Power Dialer.

Click Call Me Now to have the dialer ring the agent
immediately with the next queued lead. The same button is
duplicated under the Call Controls panel for quick
access while a call is active.

Working a Live Call

The Call Controls panel exposes the actions the agent
can take on the consumer who is currently connected.

Built-in System Actions

These buttons are always available to agents on every
company:

Mute Caller / Unmute Caller - mute or unmute the consumer's audio so the other participants cannot hear them.
Hold Caller / Remove From Hold - place the consumer on hold so they cannot hear the conversation, and bring them back.
Schedule Callback - end the live call and schedule a callback for later through the Power Dialer.
Transfer - transfer the consumer to another destination.
Refresh Matching Buyers - re-run buyer matching against the current consumer's data; useful when the agent has updated lead fields mid-call.
Reset Find A Buyer - clear the current buyer-match attempt and start over.
Find A Buyer - initiate buyer matching for the current call.
Disconnect Buyers - hang up the current buyer leg while keeping the consumer connected.

Custom Call Control Actions

In addition to the built-in system actions, companies can
configure custom call control action buttons that appear
in the Call Controls panel. These are managed on the
Call Control Actions page, found under Setup System ->
Agents & Softphones, and can perform
actions such as warm transfer, cold transfer, hold,
send to voicemail, escalate, mark qualified, or send SMS.
The specific custom buttons an agent sees depend on what
the company administrator has configured.

A DTMF dialpad (digits 0-9 plus * and #) lets the agent
send touch tones into the live call, and a Manual Dial
button under the dialpad places an outbound call to a
number the agent types in.

The Participants panel shows everyone currently bridged
into the call (consumer, agent, buyer legs, voice agents)
so the agent can see who is on the line.

Disposing the Call

When the call ends, the Select Disposition To Hangup
panel asks the agent to choose a disposition. Each
disposition is configured at
Setup System -> Agents & Softphones, on the Call
Dispositions tab (/call_dispositions)
and can perform automatic follow-up actions: adding the
consumer to the DNC list, re-queueing the lead in a
schedule, posting to a webhook, marking the call converted,
and so on.

The Enter Notes textbox plus Save Notes button
attach free-text notes to the call record. Notes persist on
the Call detail page and can be reviewed later by managers.

Recovering from a Stuck Softphone

Two recovery actions sit at the bottom of the page:

Dialer Active - toggle the dialer on or off without leaving the Control Center.
Reset Softphone - rebuild the agent's softphone registration. Use this if the page shows a websocket error banner or the agent stops receiving calls.

Agent Overview (/agents/home) - dashboard of agent activity and queued work.
Agent Scripts (/agents/scripts) - scripts the agent reads from during interview flows.
Agent Time (/agent_timestamps) - status history and time-tracking reports.