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.

Becoming an Agent

Any team member can act as an agent once their team member record has the softphone enabled. To create new agents, Lead Automation -> Agents -> Agents and Control Center Settings

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 Active, On Break, Lunch, Training, Off Duty, 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 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.
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 **Lead Automation -> Agents 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 Lead Automation -> Agents ** on the **Call Dispositions tab 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, 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

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 - dashboard of agent activity and queued work.
Agent Scripts - scripts the agent reads from during interview flows.
Agent Time - status history and time-tracking reports.