Your whole phone operation on one screen

Phone was the one channel you couldn't watch as a whole. You could open an individual call, but nothing showed you the state of the operation — so staffing and service-level problems only surfaced after customers had already waited.

The new Phone tab on the Inbox Dashboard puts it all in one place: callers waiting and for how long, which agents are available, on a call, or in wrap-up, who is listening in for coaching, live SLA compliance, and a per-team breakdown — all updating in real time.

Switch to Today for the day's call feed, outcomes, and speed-of-answer and abandonment histograms, or Weekly for seven-day trends, hourly heatmaps, and week-over-week comparisons.