Call Centre

The Call Centre Portal is Sysevo's all-in-one workspace for teams that run AI voice agents to qualify leads, work claims, and close deals. Every call your AI agents make is captured automatically — with transcripts, outcomes and sentiment — and flows straight into your leads, cases and pipeline so nothing slips through the cracks. This guide is written for the people who use the portal every day: business owners, managers, openers and closers.

The portal header reads "Claims Portal" and the built-in tour calls it "Your Solar CRM", because most call centre clients run solar/renewable-energy claims campaigns. The features below work for any call-centre workflow — the wording (claims, cases, recovery value) simply reflects that default setup.

In this guide

• Finding your way around — the sidebar, header, Portal Guide and team roles
• Dashboard — your daily command centre (with Opener and Closer views)
• Calls — Call History, Live Calls and Outbound campaigns
• Working leads & deals — Claims, Pipeline, Cases, Lead Archives, Contacts, Lead Lists
• Schedule & communication — Calendar, Inbox and Email Templates
• Documents & money — Forms, Contracts and Payment Links
• Managing your account — Team, Reports, Settings, Profile, Notifications and Trash
• Common workflows & tips

---

Finding your way around

Every page shares the same frame: a left sidebar for navigation, a slim top header, and the main content area.

The sidebar

The sidebar groups pages into labelled sections so related tools sit together:

* These items only appear for certain roles (see Team roles below).

• Click the chevron at the top of the sidebar to collapse it to icons only (handy on smaller screens) and click again to expand.
• The Inbox item shows a small unread-count badge when you have new emails.
• At the bottom you'll find your profile card with your name and account, plus quick buttons for Sign out, the light/dark theme toggle, and Settings.
• On mobile, tap the menu (☰) icon in the header to slide the navigation out.

The header

• On the left, your company name (or logo) and the portal label.
• On the right: the Voice AI button, the Portal Guide (the ⓘ info icon), and the notification bell.

The Portal Guide

Click the ⓘ icon in the header to open the Portal Guide — an interactive tour with a page-by-page walk-through of every feature, complete with mini visuals and quick tips. Use the left tab strip to jump to any topic, or click Next/Back to step through. It's the fastest way to onboard a new team member.

Team roles

What you can see and do depends on your role. All four roles are client-side users of your own account:

---

Dashboard

Where: sidebar → Dashboard (/callcentre/dashboard)

The dashboard is your daily starting point — a live overview that refreshes automatically as calls come in and cases move forward. The exact layout depends on your role.

Manager / Admin view

• A friendly greeting with the time of day.
• A pulsing "live" pill in the top-right whenever calls are active right now.
• Four metric cards: Active Calls, Calls Today, Pickup Rate, and Leads Today.
• A "Calls over time" area chart showing call volume across your selected window.
• Summary panels for Pipeline stages and Recent activity.

Use the date range control to switch the analytics window (Today / 7 days / 30 days).

Opener view

Openers see a focused dashboard built around outreach:

• Quick stat cards: New Claims (awaiting outreach), Hot Leads, Warm Leads, and Callbacks (scheduled today onwards). Click any card to jump to the matching list.
• "Who to Call Now" strip — your hottest leads ranked, with name, phone and time received.
• "Upcoming Callbacks" strip.
• "Latest Claims" feed of the newest inbound enquiries.

Closer view

Closers get a deal-focused dashboard:

• Row 1 (outreach): Hot Leads, Warm Leads, Active Cases, Appointments.
• Row 2 (pipeline & money): Total Cases, Pipeline Value (estimated recovery in £), High Priority, New Claims.
• A Pipeline Overview with a tile per stage and a "View Pipeline" shortcut.
• Three priority strips: Who to Call Now, Upcoming Appointments, Scheduled Callbacks.
• A Recent Cases grid — click any card to open the full case.

---

Calls (Call History)

Where: sidebar → CALLS → Calls (/callcentre/calls)

Every AI call is logged here automatically. Use it to review what happened on a call, read transcripts, and spot which calls turned into real opportunities.

At the top: three metric cards — Total Calls, Avg Duration, Pickup Rate — and a time-range toggle (Today / 7d / 30d).

The table columns:

How to use it:

1. Use the Search calls box to find a call by phone number or call ID.
2. Switch the time range to widen or narrow the list.
3. Click any row to open the full call detail — read the complete transcript, see the outcome and sentiment, and link the call to a lead.

Calls longer than ~60 seconds are treated as valuable (AI-qualified) and shorter "pickup" calls are counted separately — these feed the Pickup Rate and your Reports.

---

Live Calls

Where: sidebar → CALLS → Live Calls (/callcentre/live-calls)

Watch calls as they happen, in real time. The page polls every few seconds so the list and transcripts update live.

• Metric cards: Active Calls, Transcripts (total lines captured), Urgent (calls flagged as urgent/concerned by sentiment), and Avg Duration.
• A left list of every call currently in progress — each card shows the agent, caller, status, duration and sentiment.
• A right panel with the live, scrolling transcript for whichever call you select.

How to use it:

1. Click any call card on the left to expand its live transcript on the right.
2. Watch the conversation stream in as the AI and caller speak.
3. Click the card again to collapse it.

When a call ends it disappears from this page and is finalised into Call History automatically.

---

Outbound (Campaigns)

Where: sidebar → CALLS → Outbound Calls (/callcentre/outbound)

Launch bulk outbound calling campaigns where your AI agent dials through a list of contacts automatically.

• An Assigned Agent card shows which AI agent will make the calls.
• Your Submissions lists campaigns you've uploaded that are awaiting approval — each shows the campaign name, contact count, file name and status (Pending, Approved, Processing, Rejected, Cancelled). If a campaign is rejected, the reason appears beneath it.
• Active Campaigns shows running/completed campaigns with a live progress bar and counts for Total Calls, Completed, In Progress, Failed and % complete.

How to create a campaign:

1. Click New Campaign.
2. Upload a CSV/spreadsheet of contacts.
3. Map your columns (e.g. which column is the phone number) so the system knows how to dial.
4. Review the cost estimate (you'll see an overage warning if the campaign exceeds your plan).
5. Submit. The campaign appears under Your Submissions until it's approved, then moves to Active Campaigns.

Click any campaign card to open its batch detail and see per-contact results. The list refreshes automatically every 15 seconds, or hit Refresh.

---

Claims (inbound leads)

Where: sidebar → Dashboard stat cards, or open a lead directly (/callcentre/leads). Page title: Claims Management.

This is where every inbound enquiry from your AI calls and web forms lands as a lead/claim. Qualify them, set priority, schedule callbacks, and promote the good ones to full cases.

Tabs across the top let you filter your view:

Filters below the tabs: Search (name/email/phone), Priority (🔥 Hot / 🟠 Warm / ❄️ Cold), Type (Lead / Booking), and Status (New, Assigned, Contacted, Qualified, and more).

How to work a claim:

1. Click a lead to open it. Review the AI call transcript and captured details.
2. Set its priority (Hot/Warm/Cold) and status.
3. Add notes, schedule a callback, or star it for later.
4. When it's ready, use Convert to Case — your contact details carry over automatically so you don't re-type them.

Priority is your time-management tool: Hot (red) = call now, Warm (amber) = follow up today, Cold (blue) = low urgency.

---

Pipeline

Where: sidebar → WORK → Pipeline (/callcentre/pipeline)

A visual Kanban board of your cases and claims. Each case is a card; each column is a stage. The header shows the total pipeline value (£, estimated recovery) and a count of cases and leads.

How to use it:

1. Drag a card left or right to move it to another stage. A confirmation appears — click "Yes, move it" to save. The record updates instantly.
2. Click a card to open the full case detail.
3. Search to filter cards by name, email or case ID.
4. Click New Case (top-right) to add a case directly.
5. Use the refresh button to reload the board.

Each column header shows the stage name, its colour, the total £ value of cases in that stage, and a count badge. Your pipeline stages are created automatically the first time you use the portal, and Admins can rename/recolour them in Settings → Pipeline.

---

All Cases

Where: sidebar → WORK → All Cases (/callcentre/cases)

A complete, searchable list of every case (and call lead) your team is working.

• A Cases / Call Leads toggle switches between full cases and raw call leads.
• The header shows live filtered count and buttons to Export, Sync All Cases (pull the latest call intelligence into your cases), open Trash, and New Case.

Filters: search by name/email/case ID, stage, priority (High/Medium/Low), date range (pick a from/to on a calendar), and contact (Has Email / Has Phone / No Contact Info). A "Clear filters" button removes them all.

Table columns: Name · Contact · Priority · Status · Assigned · Date · Actions.

How to add a case:

1. Click New Case.
2. Fill in the case form — title, contact name, address, system/claim details, priority and the team member it's assigned to.
3. Save. The case appears in the list and on the pipeline.

How to edit a case: click any row to open the Case Detail, which has four tabs:

Hover over any email or phone number to reveal a copy button.

---

Lead Archives

Where: sidebar → WORK → Lead Archives (/callcentre/leads/archives)

A tidy home for leads that need special handling and shouldn't clutter your active lists. Organised into tabs by reason:

Use the search box and the sort control (Newest / Oldest first) to find archived leads. This keeps your "Do Not Call" list and rejected leads safely separated from leads you're actively working.

---

Contacts

Where: sidebar → WORK → Contacts (/callcentre/contacts)

A single directory of every person across all your cases and claims — no more hunting through separate lists for a phone number.

• Stat chips: Total · With Email · With Phone · In Cases.
• Search by name, email or phone.
• Filters: Source (All / Cases / Claims) and Priority (High / Medium / Low).
• Table columns: Contact · Email · Phone · Priority · Stage · Added · Actions.

Actions on each contact (hover to reveal):

• Mail / Call quick buttons.
• View Case or View Lead to jump straight to that record.
• New Case for a contact that doesn't have one yet — name, email and phone are pre-filled for you.

Hover over an email or phone to reveal a copy button. The header also has New Claim and New Case buttons.

---

Lead Lists

Where: sidebar → WORK → Lead Lists (/callcentre/lead-lists)

Upload contact spreadsheets so that when a call comes in, the system can auto-fill the caller's address by matching their phone number. Great for enriching inbound leads with data you already hold.

How to upload a list:

1. Click Upload List.
2. Drop in a CSV or XLSX file (or click to browse).
3. On the Map Columns step, tell the system which column is which (Phone, Name, Address, Postcode, etc.). At least one phone column is required.
4. Optionally expand the preview to check the first few rows.
5. Click Upload [N] contacts.

Each uploaded list appears as a card showing its file name, contact count, date and status. Click a card to expand and preview its entries (Phone · Name · Address · Postcode). Use the trash icon to delete a list (cases already enriched keep their data).

Re-match Cases: click this button to retroactively match existing cases/leads against your uploaded lists and fill in addresses where it can.

---

Calendar

Where: sidebar → SCHEDULE → Calendar (/callcentre/calendar)

See every booked appointment across your whole team — surveys, site visits and follow-up calls.

• Switch between List, Day, Week and Month views.
• Use the ‹ › arrows to move between periods.
• Click a date or New Appointment to book a slot.
• Click an existing appointment to edit its time, outcome or notes.

Connect Google Calendar in Settings → Integrations so appointments sync both ways with your personal calendar.

Booking an appointment

Where: Calendar → New Appointment (/callcentre/calendar/new)

The form is split into cards:

Linking the appointment to a lead means it also shows up in that lead's record.

---

Inbox

Where: sidebar → SCHEDULE → Inbox (/callcentre/inbox)

A built-in, Gmail-style email client so you can email leads and customers without leaving the portal. The unread count shows as a badge on the sidebar.

• Folders in the left sidebar: Inbox (or All Inboxes if you have several connected email accounts), Sent, Drafts, Starred, Spam and Trash.
• A message list in the middle, and the full email on the right.
• Compose a new email, or open a message and Reply / Reply all / Forward.
• Search, star, mark read/unread, move to folders, and mark spam / not spam.
• If your account has multiple sending addresses, each gets a colour so you can tell them apart.

Emails sent here use your verified sending domains (managed under Email Templates → Domain & Settings).

---

Email Templates

Where: sidebar → SCHEDULE → Emails (/callcentre/settings/email-templates). Page title: Email Settings.

Set up emails that send automatically when a lead enters a pipeline stage, plus your signature and sending domains. Four tabs:

How to set up a template:

1. Open the Templates tab and click the stage you want.
2. Enter a subject and body. Insert variables like {{first_name}}, {{case_reference}} and {{company_name}} — they're filled in per recipient.
3. Choose Normal mode (your branded signature is added automatically) or HTML mode (full custom layout).
4. Optionally add attachments.
5. Toggle the template Active to switch automatic sending on; toggle it Inactive to pause without deleting.

---

Forms

Where: sidebar → DOCS → Forms (/callcentre/forms). Page title: Forms.

Build public intake forms for your campaigns. Every submission automatically creates a new claim in your pipeline — no manual data entry.

Forms Manager

• Create Form, search your forms, and review submissions.
• Click a submission to see all answers; copy individual fields or convert it straight into a Case.
• Each form has a public link you can share on your website, WhatsApp or email — submissions roll in live.

Form Builder

Where: Forms → Create Form (/callcentre/forms/new) or edit an existing one (/callcentre/forms/:id/edit).

A drag-and-build editor that supports multi-step forms. Available field types include:

• Text: Short text, Long text, Text, Email, Phone, URL, Number, Password
• Identity & address: Full Name, Address
• Choices: Select (dropdown), Radio, Checkbox, Multi-select, Yes/No, Image choice
• Scales & ratings: Rating, Scale, Opinion scale, Slider
• Date & time: Date, Time
• Other: File upload, Signature, Colour picker, Hidden field
• Layout: Heading, Paragraph, Divider, Section steps

For each field set the label, placeholder, help text, whether it's required, options (for choice fields) and which step it belongs to. Fields can be full- or half-width.

---

Contracts

Where: sidebar → DOCS → Contracts (/callcentre/contracts). Visible to Closers and Admins.

Create, send and track legally-binding contracts and quotes — signed digitally, no printing.

• Search contracts and filter by Status: Draft, Pending, Partially Signed, Completed, Expired, Voided, Declined.
• Tabs: All · Action Required · Completed · Declined.

How to use it:

1. Click New Contract and pick a template (e.g. Service Agreement, Quote, Warranty). It pre-fills with the linked case's details.
2. Click Send for Signature to email the client a secure signing link — they sign on any device, no account needed.
3. Click a contract row to view the document, check signing status, download the signed PDF, or void it (you'll be asked for a reason) and reissue.

Every signature is timestamped with IP and device info for a full audit trail. Manage reusable templates under Contracts → Templates.

---

Payment Links

Where: sidebar → DOCS → Payment Links (/callcentre/payment-links). Visible to Closers and Admins.

Generate branded payment links/invoices in seconds via Stripe or PayPal — for deposits, assessment fees and full packages.

• Filters: provider (All / Stripe / PayPal) and status (Outstanding / Paid / Void / Uncollectible), plus search.
• Refresh & sync pulls the latest payment statuses; the settings button connects/configures your Stripe or PayPal account.

How to create a payment link:

1. Click New to open the invoice form.
2. Optionally select a case to pre-fill the customer's details (or choose manual entry).
3. Enter Customer name & email, Service name, a description, the amount, and the currency (GBP £ / EUR € / USD $).
4. Create the link — it's automatically emailed to the customer with your branding. Clients pay via secure hosted checkout (card, Apple Pay, Google Pay on Stripe).

Status updates automatically from Outstanding → Paid. You can void a link if a deal falls through.

---

Team

Where: sidebar → MANAGE → Team (/callcentre/team). Admin only.

Manage who has access to your account and what they can do.

• Active Members lists everyone, with their avatar, name, email, role and join date.
• Pending Invitations shows invites that haven't been accepted yet, with their expiry date.

Invite a team member:

1. Click Invite Member.
2. Enter First name, Last name, Email and pick a Role (Admin, Closer, Opener, Viewer).
3. Click Send Invitation — they receive an email with a secure link (valid for 7 days).

Edit a member: change a member's role from the dropdown next to their name, or click the trash icon to remove them (they lose access immediately). For pending invites you can resend (extends the expiry) or cancel them. You can't change your own role or remove yourself.

---

Reports

Where: sidebar → MANAGE → Reports (/callcentre/reports). Admin only.

A deep analytics dashboard. Pick a date range (Last 24h / 7d / 30d / 90d) and optionally Export.

KPI rows:

Charts: Call Volume Trend (calls vs pickups over time), Outcome Breakdown (pie), Sentiment Analysis (positive/neutral/negative), Lead Quality (hot/warm/cold), Pipeline Distribution (cases per stage), and Leads Over Time. A Pipeline Value by Stage table totals case count and £ value per stage.

---

Settings

Where: sidebar bottom → Settings (/callcentre/settings)

Tabs available depend on your role. Everyone sees Profile and Notifications; Admins also get Account, Pipeline and Branding.

Profile tab (everyone)

• Personal Information: profile photo, First/Last name, email (read-only), and timezone. Click Save Profile.
• Language: English or Spanish.
• Change Password: set a new password and confirm.

Notifications tab (everyone)

Choose which notifications you receive and how.

Account tab (Admin)

• Company Information: company name (read-only), primary contact name, primary contact email (read-only), and free-text Notes.
• Automatic Lead Sync toggle — when on, calls are automatically analysed and leads created in the background.
• Shortcut cards to Email Templates and Intake Forms.

Pipeline tab (Admin)

Customise your pipeline stages — add, rename, recolour and reorder the columns that appear on the Pipeline board.

Branding tab (Admin)

• Logo — Light Mode and Logo — Dark Mode: upload separate logos (PNG/SVG, max 5MB) for light and dark backgrounds.
• Brand Color: enter a hex code or pick from quick presets (Orange, Blue, Green, Red, Violet, Cyan, Gold, Pink). Your choice re-themes the whole portal accent instantly.

---

Profile, Notifications & Trash

Profile

Where: /callcentre/profile (also reachable from your sidebar avatar). A dedicated page to update your personal info, timezone, notification preferences and password — the same controls as the Settings → Profile tab.

Notifications

Where: the bell icon in the header, or /callcentre/notifications. Shows your recent notifications. Mark as read, delete individual items, or Clear all.

Trash

Where: Cases page → trash icon, or /callcentre/trash. Holds deleted cases and leads so nothing is lost by accident.

• Search deleted items and select them.
• Restore an item to bring it back, or Delete permanently to remove it for good (this can't be undone).

---

Common workflows

1. Work a fresh inbound lead (Opener): Dashboard → click Hot Leads → open the claim → read the AI transcript → set priority/status → add a note or schedule a callback → Convert to Case when qualified.

2. Move a deal forward (Closer): Pipeline → drag the case to the next stage (confirm the move) → open the case → on the Activity tab log what happened → send a Contract for signature → create a Payment Link for the deposit.

3. Run a re-engagement campaign: Lead Lists → upload your contacts → Outbound → New Campaign → map columns → review the cost estimate → submit → track progress under Active Campaigns.

4. Capture web enquiries automatically: Forms → Create Form → build your fields → share the public link → submissions appear as Claims ready to qualify.

5. Review performance (Admin): Reports → pick a date range → check Pickup/Valuable rates and Pipeline Value → drill into Calls for individual transcripts.

Tips

• Click KPI cards on the dashboard to jump straight to a filtered list.
• Hover over emails and phone numbers anywhere to reveal a one-click copy button.
• Use priority colours (Hot/Warm/Cold) consistently so the "Who to Call Now" strips stay accurate.
• Keep Lead Lists up to date so inbound callers get matched to their address automatically.
• Connect Google Calendar so appointments never live in two places.
• Admins: set your Branding (logo + brand colour) early so the whole portal feels like your business.
• The Portal Guide (ⓘ in the header) is always there for a quick refresher on any page. </content>

</invoke>