Know exactly what happened on every call
From the moment a customer calls: what they chose in the IVR, how long they waited in the queue, whose phones rang and who answered — in a clear diagram for every call. Plus live reports and a wallboard for supervisors.
- A diagram per call
- Missed-call follow-up
- Live monitoring
Reports that answer a manager's questions
Every call's journey
A visual diagram of the call path: the IVR and digits pressed, the queue, transfers and who answered.
Traffic tab
Peak times by hour and day, inbound and outbound, answered and missed — so you can staff shifts correctly.
Call-back status
Every missed call shows whether the customer was called back or called again, so nobody is left unanswered.
Live wallboard
Calls waiting now, agents available, busy or on break, and the service level for each queue.
Listen, whisper, barge
Supervisors listen silently, whisper to the agent without the customer hearing, or join the call when needed.
Recording on the same screen
Play the recording from the call record with the answering agent's name, download it or analyse it with AI.
Why did the customer not reach anyone?
Instead of guessing, open the call and see its journey: maybe a wrong IVR option, maybe a queue with nobody available, maybe it rang three agents and no one picked up. See the problem and fix it in the IVR, the queue or the shifts.
- One call = one row in the log
- Filter by period, queue and agent
- Custom reports from the report builder
Coach your team while they work
A new agent on a difficult call? The supervisor listens and whispers the answer without the customer knowing, or joins and finishes the call with them. With attendance and breaks, you know who is free before transferring.
- Listen, whisper and barge with quick codes
- Monitoring rights for team leaders only
- Transfer, hold and 3-way calls
Frequently asked
What is the call journey?
How do I follow up missed calls?
Does the customer know a supervisor is listening?
Can I show the wallboard on an office screen?
How much are reports and monitoring?
Let customers reach you instantly
We set up a trial of the Klamna platform with your numbers and team, and show you how it organises calls and chats from day one.