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The Call Center view is designed for one mission: confirm COD orders by phone, as efficiently as possible. No more juggling between the orders screen and the phone — everything is here, in a single tool designed for your agents.
For COD merchants with an internal call center, this view is Sendocki’s main differentiator. Your confirmation agents process 2 to 3 times more orders per hour than with a classic table.
Call Center view with order being processed

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Why use the Call Center view?

One order at a time, zero distraction

Your agent sees a single order on screen with all the necessary info. No table, no filters, no choices to make — total focus on the current call.

Automatic call queue

When the agent finishes an order, the next one appears automatically. No need to search for what to handle next.

Complete customer history

The agent instantly sees the customer’s past orders, preferences, past deliveries. Relevant conversation from the first word.

Integrated call form

Quick entry of the call result (confirmed / postponed / refused / unreachable) with optional note. The order moves forward in the pipeline in one click.

Audio call recording

Record each call directly from your browser. Agent coaching, customer dispute resolution, business compliance — everything is archived and listenable from history.

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How it works concretely

1

The agent opens the Call Center view

From the Orders page, they switch to the “Call Center” view (visible only for authorized roles: Confirmation Agent, Manager, Owner)
2

An order is automatically assigned

Sendocki selects the next order to confirm in the queue and “locks” it for this agent. No risk that another agent calls the same customer at the same time.
Order in focus in the call center
3

The agent sees everything they need to know

  • Customer details (phone displayed for direct call)
  • Items ordered and amount
  • Delivery address
  • History of this customer’s past orders
  • Previous call attempts on this order (and their result)
4

The agent makes the call

They click the number to launch the call from their phone (native tel: link) or use their usual telephony tool
5

The agent enters the result

  • Confirmed → the order moves to the next pipeline stage
  • Postponed → the agent notes when to recall (the order automatically returns to the queue at the planned date)
  • Refused → the order moves to “Cancelled” with the reason
  • Unreachable → the order returns to the queue after a delay for retry
Call result entry form
6

Next order automatically

As soon as the result is saved, the next order is assigned. The agent chains calls without downtime.

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No duplicates — never two agents on the same order

When an agent opens an order in the Call Center, it is locked for them while they work on it. Other agents see the next orders in the queue, never the same one.
If an agent leaves the view or closes their browser without finishing, the order is automatically released after a few minutes so another can take it.

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Record calls (optional but powerful)

Sendocki allows you to record the audio of every call made by the agent, directly from their browser. This feature is a game-changer for steering your call center team.

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Why record?

Coach your agents

Replay the best calls to identify techniques that work. Train new agents with real examples rather than theory.

Resolve customer disputes

A customer disputes what was said? Replay the call. No more “word against word” — you have the audio proof in hand.

Improve your script

Spot recurring customer objections and adapt your pitch. Your confirmation rates soar.

Tracing and compliance

For merchants who need an audio history (insurance, large volumes, regulated sectors), everything is archived and accessible.

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How it works for the agent

1

The agent authorizes microphone access (once)

On first use, the browser requests authorization. It’s an authorization per device, not to be re-asked at every call.
2

The agent launches recording before or during the call

A dedicated button in the call form. Recording runs in the background while the agent talks to the customer.
Audio recording in progress during a call
3

The agent stops recording and submits the form

The audio is automatically attached to the call attempt. No file to upload manually, no extra manipulation.
4

Audio accessible in history

You (Manager / Owner) can replay any call made from the attempts history, with duration displayed and an integrated player.

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What if the microphone is not authorized?

If the agent refuses microphone access (or if their device has none), the feature disables gracefully: they can still enter the call result and the text note, simply without audio attached. No workflow blocker.
In Morocco (law 09-08 / CNDP) as in the EU (GDPR), recording a call without informing the customer is illegal. Before recording, your agent must explicitly warn them (e.g. “This call may be recorded for quality and training purposes, do you accept?”).If the customer refuses, the agent must not record this call. Discuss this policy with your team before activating the feature.

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Call attempts history

For each order, the complete history is tracked:
  • 📞 Who called (agent name)
  • 🕐 When the call was made
  • ✅ The result (confirmed, postponed, refused, unreachable)
  • 📝 The agent’s note (e.g. “Customer requests delivery after 6 PM”, “Customer refuses, wrong size”)
  • 🎙️ The audio recording of the call (if enabled) — duration displayed + integrated player to replay
→ The next agent who handles this order sees all the history before calling. No repetition, no inconsistency.
Call attempts history on an order

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Why this view changes the daily life of a COD call center

Concrete measure: our MA merchants who switch their call center team to the Call Center view report on average +40% orders processed per hour and -60% call duplicates within a week.

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Who can access this view?

The Call Center view is reserved for roles that need it:
  • ✅ Owner — full access
  • ✅ Manager — can supervise and call
  • ✅ Confirmation Agent — dedicated access (it’s their main workstation)
  • ❌ Delivery Agent — no access (their role is elsewhere)
  • ❌ Other custom roles — depending on configured permissions

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Tips for getting started well with your call center team

On average, one confirmation agent can process ~30-50 orders per hour with the Call Center view (depending on customer file quality and reachability rate). For a store receiving 500 orders/day, 2-3 agents in parallel are enough.
The interface is designed to be mastered in 10 minutes. No long training required. Have them visualize the view, explain the workflow (focus → call → result → next), and let the agent process a few orders under supervision before letting them autonomous.
The Analytics dashboard displays statistics per agent: number of calls, confirmation rate, unreachable rate, average duration between attempts. You identify your best performers and those to train.
The agent can release the order from their screen. It immediately returns to the queue and another agent can take it.

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When to use Call Center view rather than another?

  • Maximize the number of orders confirmed per hour per agent
  • Eliminate call duplicates
  • Keep a structured and exploitable history of attempts
  • Give your agents a dedicated and efficient workstation
  • Steer your activity globally: use the Table view
  • Move forward already-confirmed orders (preparation, shipping): use the Kanban view
  • See confirmed orders in bulk: use the Table view with status filter

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What’s next?

Kanban view

For the visual view with drag and drop

Table view

For the detailed list with filters and sorting